Customer Service Scripts

As a CX leader, you know that having a strong customer service strategy isn’t just important — it’s essential. In retail and ecommerce, your team constantly engages with customers, resolving order issues and managing daily challenges. Many businesses use customer service scripts to streamline these interactions and provide a consistent experience.

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What is a customer service script?

Customer service scripts are structured prompts that guide your team through various customer interactions. You can use them across multiple channels, including phone, chat, email, and social media. These scripts provide a solid framework and ensure that every interaction receives careful handling and aligns with your brand’s values.

Why bother with customer service scripts?

Scripts are not just a safety net for your team. They are important tools for maintaining a consistent and high-quality customer experience and ensuring that every customer interaction reflects the company’s commitment to service excellence.

Customer service scripts are also beneficial for training new team members. They help them learn quickly and provide the service your customers expect.

Wait, aren’t agents out and AI in?

These days, customer service leaders often feel trapped, forced to choose between cutting costs and delivering excellent service. The pressure to do more with less is real. The good news is that you no longer have to make that choice if you leverage AI and live agents correctly.

While AI has become essential in automating routine tasks and delivering instant responses, it can’t replicate the empathy and nuanced understanding that human agents bring to the table. AI handles the repetitive “grunt work,” freeing agents to focus on complex issues that require emotional intelligence and tailored solutions.

Beyond problem-solving, live agents can drive revenue by identifying upselling opportunities during conversations — something AI alone can’t do effectively. When combined, AI’s efficiency and agents’ emotional intelligence and sales skills create a powerful, ticket-free service that cuts costs and increases revenue. Well-trained agents using scripts alongside AI ensure an effortless, personal customer experience, proving you don’t have to choose between saving money and delivering top-tier service.

Common scenarios and script examples

Training your customer service agents with well-crafted scripts is essential for providing consistent, high-quality service. Let’s explore how you can guide your team through everyday scenarios, using scripts effectively to enhance the customer experience.

For first-time callers

Starting with a warm, welcoming script sets the tone for a positive interaction:

• Example script: “Hi, this is [name] from [department/company]. How can I assist you today?”
• Why it works: This approach immediately opens the door to identifying and addressing core issues like order problems It establishes a friendly atmosphere and reassures the customer that they are in capable hands.

Additional examples:

• “Thank you for reaching out to us today! Let’s get this sorted out for you.”
• “Hello! You’ve reached [company/department]. I’m here to help with whatever you need.”

Acknowledging returning customers

Recognizing returning customers demonstrates that your brand values them and creates a more personalized experience.

Example scripts:

• “Good to see you again, [Customer Name]! Let’s pick up where we left off.”
• “Hi [Customer Name], I noticed you had a previous issue with [product/service]. Are you still experiencing that?”

Gladly pro tip

With Gladly's data-rich Customer Profile, agents can skip the usual 'What can I do for you today?; and instantly access all the details about a customer in a single view. This includes their lifetime value, past purchases, and personal preferences. In just a few seconds, agents know precisely who they're speaking with, making relationship-building easier and boosting customer satisfaction from the very start.

Handling common issues

Scripts provide a structured way for agents to convey empathy and resolve issues like incorrect shipping addresses or undelivered products.

• Example script: “I’m sorry about the mix-up. Let’s see what we can do to correct your order.”
• Why it works: Empathetic language helps calm the customer and shows that you’re taking their concerns seriously

Gladly pro tip

Gladly's Answer Threads, the latest AI breakthrough, generates friendly, conversational interactions that handle routine queries. Using a customer's knowledge base, Answer Threads creates natural, automated responses on chat and SMS platforms, freeing up live agents to focus on more complex tasks. This allows AI to pull relevant information and past interactions quickly, helping agents address common issues more efficiently while still engaging customers in a personal and enjoyable way.

Additional examples:

• “I apologize for the inconvenience. Let’s get this sorted for you right away.”
• “It seems there was a mix-up with your order. We’ll correct this immediately and make sure it doesn’t happen again.”

Transferring requests and holding procedures

Transparency is crucial to maintain trust when transferring a customer to another department.

• Example script: “Please hold while I transfer you to [department]. They’ll be able to resolve this issue.”
• Why it works: This script ensures that the customer knows why they are being transferred and reassures them that they will be assisted by someone who can help.

Gladly pro tip

Use intelligent routing with platforms like Gladly to match customers with the right person from the start, minimizing the need for transfers and improving the overall experience.

Additional examples:

• “I’ll connect you with our [specific department] team who specialize in this area to assist you further.”
• “Let me transfer you to the appropriate department to get this resolved quickly.”

Billing and credit card information

Handling billing information requires precision and security.

• Example script: “To process your order, could you please provide your credit card number, CVV code, and expiration date?”
• Why it works: This direct approach ensures clarity while emphasizing the importance of accuracy.

Gladly pro tip

With Gladly Payments, you can securely accept payments directly through messaging channels, keeping customers where they are for an easy and convenient transaction experience. This protects customer information and adds a new revenue stream by driving more sales through these channels.

Additional examples:

• “I’ll need to verify your billing details to complete this transaction securely.”
• “For security purposes, please confirm your billing address and the last four digits of your card?”

Handling angry customers and complaints

Even with the best service, dissatisfaction will occur. Scripts can guide agents to express empathy and offer practical solutions.

• Example script: “I’m so sorry this has happened. Let me see if I can find a way to fix things.”
• Why it works: Acknowledging the issue and showing empathy can defuse tension and demonstrate a commitment to resolving it.

Gladly pro tip

Use reporting tools like Gladly Insights to gain real-time and historical data on team performance across agents, channels, and conversations. With these actionable insights, you can uncover opportunities to optimize, provide targeted training for your agents, and identify trending contact reasons. This allows your team to proactively address common pain points, reducing the likelihood of repeated complaints and improving overall efficiency.

Additional examples:

• “I completely understand your frustration. Let’s work together to resolve this.”
• “I apologize for the inconvenience. Your satisfaction is important to us, and we’ll make this right.”

Following up

Not all issues can be resolved immediately; follow-up is key to maintaining trust.

• Example script: “We’re still working on replacing your [product name]. Can I call you back within the next hour with some options?”
• Why it works: This approach shows commitment and keeps the customer informed, building confidence that their issue is being taken seriously.

Additional examples:

• “I’ll follow up with you shortly to provide an update on this matter.”
• “I’m awaiting confirmation on your request and will get back to you as soon as possible.”

Wrapping up and upselling opportunities

Ending every interaction on a positive note opens the door for upselling and cross-selling.

• Example script: “I’m glad we could help. Many of our customers who enjoy [purchased product name] also love [product name]. Would you like to hear more about it?”
• Why it works: This script helps transition from resolution to additional value, enhancing the customer’s experience with personalized recommendations.

Gladly pro tip

Leverage Gladly's centralized knowledge base to give agents instant access to product and brand information, allowing them to tap into customer preferences and favorite brands effortlessly. This makes it easy for agents to offer relevant recommendations that add value, drive engagement, and enhance the customer experience.

Additional examples:

• “Is there anything else I can assist you with today? We also have [related product] that pairs well with your purchase.”
• “While we have you, I thought you might be interested in [product], as many of our customers have found it helpful.”

AI and empathetic agents build strong customer relationships

By training your agents with these scripts and integrating AI tools like Gladly, you can create a smooth, empathetic customer experience. Investing in both human and technological resources ensures that your team is equipped to build lasting relationships, driving loyalty and revenue.

Ready to dive deeper into crafting an exceptional customer service experience? Check out more essential scripts and templates tailored for each channel:

• 5 IVR Scripts Every Support Team Needs
• 4 Free Live Chat Scripts for Customer Service
• Customer Service Email Templates Every Brand Needs
• 4 Must-Have SMS Templates for Customer Service
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