A customer service call center must have effective scripts to stay on top of the workflow. Call center scripts allow agents to be more efficient with their tasks while also providing a more uniform response to customers. Understanding how scripts work and providing some call center scripting examples will enable business process outsourcing (BPO) companies to stay on track with their goals.
What Is a Customer Service Script?
Customer service scripts are prepared written responses to potential questions, comments, or issues. These prepared prompts can be utilized in any oral or written format, such as phone communication, email, chat, or social media responses.
A script anticipates what the caller will say and provides the best way to respond.
Benefits of Using Customer Service Scripts
When call agents have prepared prompts available to them, it reduces call time and facilitates a smoother transaction with the caller. A quick and smooth transaction between the customer and the call center agent also boosts consumer satisfaction, enhancing the company’s brand.
Utilizing customer service prompts can also help lead the conversation positively. Instead of agents being reactive to the customer, they can actively lead them to a positive solution.
As productivity increases, costs decrease, and the client can maximize ROI.
How Do You Write a Customer Service Script?
Writing a script consists of considering various potential questions, comments, or issues a consumer may have when calling the center. However, a script can’t always be followed word for word. Sometimes, you have to adapt to a new scenario you didn’t expect.
The following steps can help guide writing a customer service script:
- Write down the general categories of responses that you need to address customer service.
- Think about the situation from the customer’s perspective.
- Keep in mind the different issues consumers may experience.
- Write two possible scripts for each category.
What Is the Best Opening Script for a Call Center?
First impressions are important and can’t be reversed. So, be sure the customer gets a good first impression of the call center by having the best opening to greet them. Some good greetings include:
- Thank you for calling [company] customer service. My name is [name]. How may I help you today?
- Welcome to [company] customer service. This is [name]. How can I help you today?
- Hello! This is [name] with [company] customer service. How can I assist you today?
Be sure you speak with warmth, enthusiasm, and friendliness. No matter how long you’ve been answering calls, it’s vital to show consideration to all callers.
Script Examples
To get started, you can check out the following script examples.
Template to Transfer a Call or Put a Customer on Hold
In some instances, you may not be able to resolve the customer’s issue. In these cases, you may need to transfer the caller to someone else, or you may need to research an answer. These scripts address how to put the consumer on hold.
- I apologize for the inconvenience. I’ll transfer you to [insert department name] so they can help you with a solution.
- Can you please hold a minute while I put you through to [department or staff member]?
- I need to transfer you to our [department name]. They will be able to help you resolve the issue you’re having.
- Please hold for a moment. I’m going to reach out to him/her now.
- I apologize, but [administrator/department] is the one you need to talk to about this problem. They can handle it for you. I’ll put you through now.
- Can I put you on hold for a moment? I’ll transfer you to my manager so they can complete your request.
Sample Script for Not Being Able to Fulfill a Request
In other scenarios, you may not be able to fulfill a customer’s order request for various reasons. These scripts provide guidance on what to say:
- I apologize for the inconvenience, but I won’t be able to fulfill your request at this time because [provide reason]. Can I get back to you after I speak to my team leader about a resolution?
- I am sorry, but it appears that we are out of that particular [size, color] of [product name] at the moment. Would you like to order a different [size or color]?
- Would you like me to look at what other options we have in stock?
- I’m so sorry, but this [product name] doesn’t come with a personalization option. We only offer what is listed online or in the stores. Would you like to try one of those?
- It looks like we don’t have this product in stock at the moment. I’m so sorry about that. We do have other options that might interest you.
Scripts to Handle Angry Customers and Complaints
Occasionally, you may have to deal with an angry customer. This is not a common occurrence, but it does happen now and then. When it does, you want to diffuse the situation and provide quality customer service. Even if the caller appears to be wrong, show empathy and understanding of their perspective. These scripts are useful in dealing with upset customers:
- I’m very sorry this has happened to you. I know it must be [disappointing, frustrating]. Let me try to help you resolve this satisfactorily.
- I’m so sorry you experienced this. Can you explain to me what happened so I can help?
- I’m very sorry that your purchase was unsatisfactory. I can help you get things straightened out.
- I understand your frustration and would feel the same if it was me. If you can, please provide me with more details about your order, and I can help you get this resolved.
- I apologize that you didn’t get your order on time. I will talk to my supervisor and see how we can make this up to you.
In some instances, it’s best to apologize proactively. When doing so, these scripts will help:
- Good afternoon, Tony. Our payment gateway provider has experienced a server crash. We are extremely sorry for the inconvenience this may have caused you. We are working to restore servers now and will update you when it is resolved.
Remember to show empathy and understanding for the customer’s feelings when apologizing. The following samples show how to display empathy:
- I am extremely sorry you experienced this. That would make me feel frustrated, too, if I was in your shoes.
- I completely understand how you would feel that way. I get where you’re coming from. I am genuinely sorry you went through this situation.”
Other times, an apology isn’t enough, and you need to provide the customer with an offer. Examples of these scripts are as follows:
- [Company name] is so sorry that you went through this unpleasant experience. As a gesture of our sincere apologies, we’d like to offer you 50% off your next order.
- Please accept my apologies for receiving the incorrect order. We will happily exchange it for the correct one and give you a coupon for your next order.
Samples To Ask Customers for Additional Information
Many times, a customer service agent needs to obtain more information from the customer. In these cases, you can use the following samples:
- In order for me to register your complaint, I will need your purchase date and number. Can you please provide that to me?
- Can you please confirm your delivery address to me?
- I can see you are dealing with a problem with the product. Can you give me more details about what exactly is wrong with the item? Also, have you done any troubleshooting yet?
Join the Seguros Confie Team Today for Excellent Call Center Training and Resources
Using these call center scripting examples can aid call center agents in handling customers. Whether it’s a difficult caller or someone needing additional help, using a script can facilitate better outcomes and a higher level of customer service.
If you are ready to jumpstart your life with a new career in a call center, reach out to Seguros Confie for details. We provide the tools and resources for employees to excel and grow professionally. Our location in Tijuana, MX, is a supportive and nurturing environment. You can get in touch with us at Seguros Confie to begin the application process.