Customer Service Scripts

Welcome greetings for a first-time/repeat customer : 1. “Good morning! Welcome to Customer Service. My name is [your name]. How can I help you?” 2. “Hi, welcome! You’re connected to [your name] at Customer Service. How may I help you?” 3. “Great to see you again, [your name]. I hope you’re doing well. Would you like me to show you some different products this time?” 4. “Nice to have you here again, [your name]. How can I help you this time around? Wanna check out something new?”

For Sharing Links or Resources: 1. “Hello, Maria, I understand your problem completely. To help you better, here is a link which you can click and go through the steps to fix the issue quickly and all by yourself. For more help, feel free to contact me again” 2. “Hi, Sheldon, this self-help article will best serve you. It has all the necessary steps you need to find the right help. If you think you need more help, contact me again.” 3. Hay, Jordan, we look to resolving your issue faster. Could you please click on the link below and check all the steps needed by you. For further assistance, I am always here to help you.”

Example for Apologizing : 1. “Hi {name}, we sincerely apologize for the inconvenience caused to you due to that. Let us fix the issue immediately.” 2. “Hello {name}, I am sorry to hear about that. You should not have had to go through it.” 3. “Hey {name}, we feel bad for the unpleasant experience you had to go through. We’re sorry and we can confirm the earliest solution to your problem.”

Script 1: When a customer receives the wrong item: Hey [first name], We are very sorry for the mix-up and any inconvenience it has caused! We do our best to get our orders right 100% of the time. But unfortunately, mistakes can sometimes occur. We will get the correct item shipped out to you asap and make sure to send it priority. Please accept our apologies again and let us know if there’s anything else we can assist you with. Thanks. Kind regards, [your name]

Script 2: When an item arrives damaged : Hey [first name], We are very sorry your order arrived damaged! We do our best to package our products securely with the highest quality packaging materials. But unfortunately, sometimes things do still get damaged during the shipping process. We will get a replacement item shipped out to you asap and make sure to send it priority. Please accept our apologies again! Thank you. Kind regards, [your name]

Script 3: When an item hasn’t arrived yet - Version 1: Hey [first name], We are sorry your order is taking so long to arrive! Your order has shipped, however, and is currently in-transit with USPS so you should receive it within the next few days. Here is the tracking number: [insert USPS tracking number] According to it, your order is due to arrive on [insert the new estimated arrival date]. Please accept our apologies again for the inconvenience and let us know if there’s anything else we can do to assist you. Thanks. Kind regards, [your name]

Script 3: When an item hasn’t arrived yet - Version 2: Hey [first name], We are sorry your order is taking so long to arrive! Your order has shipped, however, and is currently in-transit with USPS so you should receive it within the next few days. I have also gone ahead and refunded your expedited shipping costs since the expected delivery date has passed. Here is the tracking number: [insert USPS tracking number] According to it, your order is due to arrive on [insert the new estimated arrival date]. Please accept our apologies again for the inconvenience and let us know if there’s anything else we can do to assist you. Thanks. Kind regards, [your name]

Script 4: When a customer just isn’t satisfied : Hey [first name], We’re sorry that you weren’t completely satisfied with your purchase! If the item arrived not as described or was damaged in any way, then we would be happy to get you a replacement sent out asap. If you could please let us know more about why you were not satisfied, we will do our best to address your concerns. Or, if you would like to proceed with a refund, then of course we can do that for you right away. We strive to create top-of-the-line products that our customers love, and we want you to be satisfied with everything you purchase from us. Please let us know how you would like to proceed and our apologies again that you weren’t completely satisfied. Thanks. Kind regards, [your name]