What are customer service scripts? (With examples)

By Indeed Editorial Team

Published 5 December 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

It's beneficial for organisations to cultivate meaningful interactions with their customers to solidify their brand and improve customer relationships. For employees in customer-facing roles, this means providing accurate, consistent answers that help customers with their queries. If you want to improve how your organisation handles customer interactions, bringing in scripts helps with consistency and professionalism, ensuring that customers have a positive experience. In this article, we define what customer service scripts are, list their benefits and look at some examples for you to use as inspiration.

What are customer service scripts?

Customer service scripts are pre-written guidelines that employees use to guide their communications with customers. These scripts work for specific scenarios and are usually designed with certain channels in mind, such as supporting customers with technical issues or handling complaints. The main purpose behind these scripts is to help employees by providing them with a resource to guide conversations and ensure responses are accurate, consistent and compliant with the organisation's tone.

Related: How to create a successful cold call script, plus examples

What are the benefits of using scripts?

Creating a script for customer-facing employees provides several benefits, such as:

Provides consistency to processes

Scripts encourage consistency in customer interactions. By using a script, employees know what areas to cover during specific scenarios, the right phrasing to use and other necessary details like legal statements or privacy policy notices. It also helps to align the company voice with customer interactions, so focus on things like core values and messaging during these conversations. This all ensures that customers receive a consistent, positive experience when dealing with your organisation.

Related: What is brand consistency? (Benefits and common strategies)

Improves employee confidence

Employees that regularly interact with customers enjoy the support that a script offers. They're more confident in their responses because they have a clear reference to guide the conversation. It's also a good reminder for them to do things like active listening to discover the customer's specific issues.

Related: How to build confidence at work (with definitions)

Streamlines workplace productivity

Scripts offer employees a resource that helps them ask the right questions in the right way and at the right time. This improves the team's productivity by removing many of the meandering aspects of a conversation. Bringing in a loose or rigid conversation structure helps mitigate miscommunication, too, as less time goes towards reiterating points. All of this helps employees complete more tasks and ensures that the organisation functions better.

Boosts customer satisfaction

As employees are much more confident in their abilities when using a script, customers enjoy an improved experience when contacting your organisation. Customer-facing employees bring in the appropriate techniques and talking points during conversations, which guides their communication in the right direction. This marked improvement leads to better results and an overall improvement in customer satisfaction.

Creates better results

Scripts help customer service staff cover all of the main points during a conversation. They also ensure the team adheres to service-level agreements or legal notices, improving company compliance. Overall, using a script yields better results for the organisation and its customers.

Related: How to write a sales script (with a template and example)

Examples of different customer service scripts

To help you adapt scripts for your organisation, take a look at some of the examples below:

Scripts for starting conversations

Ensuring your staff start conversations correctly ensures the communication makes a positive first impression. Diving straight into the reason for the call helps here, as it brings focus to the conversation topic. Below are some examples to consider for starting conversations with customers:

  • ‘Good morning/afternoon/evening, my name is [name] from the customer service team. How might I assist you?'

  • ‘Hi there [customer name], it's [name] from the customer service team. Are you still experiencing the same issues you were calling about previously?'

  • 'Hi [customer name], it's [name] from the customer service team. I see that you're having issues returning the order you placed with us; would you like me to request a pick up for the order?'

Related: What does good customer service look like? (With examples)

Scripts for offering apologies

Customer-facing employees typically deal with customers who are unhappy with the product or service they're using. A large part of defusing these situations is by apologising on the organisation's behalf. Take a look at some of the scripts below to see how to offer apologies to customers:

  • ‘Hi [customer name], you're speaking with [name] from the customer service team. I'm sorry but our systems have crashed at the moment; would you like us to schedule a call back for you?'

  • ‘I'm incredibly sorry to hear that you're experiencing this issue and I understand your frustration. I'm going to do everything I can to remedy this problem for you.'

  • ‘I understand that you're dealing with an unpleasant issue as a result of our product. To offer our sincerest apologies we'd like to offer you a 50% discount on your next order to compensate for this inconvenience.'

  • ‘I'm terribly sorry to hear that you're experiencing an issue with our product. I'm going to personally work on this problem for you and offer a solution by the end of the working day.'

Related: 10 ways to consistently offer good customer service

Scripts for placing customers on hold or transferring them

Many customers dislike having to go on hold while the employee confirms their details or asks a supervisor for clarification. Similarly, being constantly transferred around different departments often leads to frustrated customers. To help mitigate this, take a look at the scripts below:

  • ‘Hi there [customer name], please stay on the line for me while I look into your order, it's going to take me a minute or two to read through the notes on your account. Would you mind if I placed you on hold for a few moments while I pull up the information and look it over?'

  • ‘Unfortunately, it looks like you've made it through to the wrong department. Would you mind if I transferred you to someone from retention who may help with your query?'

Related: What does good customer service look like? (With examples)

Scripts for asking customers to provide information

A key part of customer-facing roles is fact-finding and gathering the right information to help customers with their queries. It's quite common for these employees to ask customers for further information to help them, such as details about orders or account information. Take a look at the examples below to see how scripts help with this:

  • ‘Hi there, thanks for calling our customer service team today. To help you with your query, could you please provide me with your customer reference number?'

  • ‘I've been really happy to help out with your query today. If you don't mind, would you like to share your feedback about your experience with us today?'

Scripts for offering resources

Customer service employees often provide various resources to customers to help them with their queries. Sometimes this is a simple link to a support website or survey. To get an idea of how to do this effectively, take a look at the examples of scripts for offering resources below:

  • ‘I've found a solution to your problem here, so I'm sending over a link to the self-help guide. Please follow the link and use the instructions to resolve your issue and if you need any assistance with this, I can stay on the line with you.'

  • ‘Thanks again for calling us today and I'm happy to have helped you resolve your issue. Would you mind if I sent you a link to complete a quick survey for us?'

  • ‘To view the full invoice for your order, I'm going to send it directly to your email address. Once you receive the email, please click on the attachment to download the invoice file.'

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