MOCK Calls Script Sample (READING)

New Customer Openings: “Hi this is [your name] from [company name]. How can I help you today?” “Hi, you’ve reached [name] from [company name]. How are you doing today?”

New Customer Information Confirmation: After customer tells you why they’re calling “Absolutely. Before we go ahead and take care of that, could I please have your order #?” “Sure thing. Before I go ahead and check on your [product name], could I please have your name, phone number, and address to confirm the order?” “Thanks for that, [customer name], now I just want to confirm that we’re talking about your order of [product name] that was purchased on [date]. Is that right?”

Placing a Customer on Hold: “Sorry [customer name], let me put you on hold for just a moment while I check in with the [name of department] for that order. “Understood. Let me check with the warehouse to see if we can fulfill that order. One moment while I put you on hold.” “Absolutely. If I can put you on hold for just a second, I can double that order for you.”

Transferring a Call: “I completely understand, [customer name]. Let me put you through to my supervisor so we can go ahead and authorize the change on your order.” “It looks like this might be a bit outside of my bandwidth of support. Let me go ahead and transfer you to the [name of department] so they can assist you.” “Okay, [customer name]. Let me transfer you to the [department name] so they can wrap things up with this order.”

Damaged or Missing Products: “So just to confirm, everything came in except for [product name] Is that right? Customer confirms. Got it. Okay, we’ll be sending one out to you and you’ll receive a new order # for that shortly.” “I’m sorry to hear that your [product name] came in damaged. Would you be able to send us a photo of the damages so we can go ahead and finalize your replacement?” “I’m so sorry to hear that some of your [product name] is [missing or damaged]. That does sound frustrating. We’ll go ahead and send out a replacement for that right away.” “I’m really sorry, but I’m going to have to confirm this replacement with a supervisor. The best I can do at this moment is guarantee that we’ll get back to you within 24 hours with a confirmation on this re-order.”

When ending a call: “Thanks so much for your call today. Is there anything else I can help you with, [customer name]? If they say no. Great! Thanks so much and have a nice day.” “We appreciate the call, [customer name]. You take care and have a great day.” “Again, we’re so sorry about the mix-up. I hope you have a great rest of your day.”

When cross-selling: “I’m so happy we were able to find the right [product name] for you. I just wanted to let you know that many of our customers also enjoy a purchase of [new product name] when they buy a [original product name]. Is that something that might interest you?” “Thanks so much, [customer name]. Before I let you go, I just wanted to let you know that our customers have been loving their new [product name]. Would you like to hear more about that?” “So glad to help, [customer name]. I just wanted to inform you before ending the call that a lot of our customers have been matching their purchase of [product name] with [product name]. Mind if I share some of those new lines with you?”

Example Uses of These Words in Customer Service 1. I definitely will make sure that it gets sorted… 2. I absolutely agree with you… 3. I can certainly help you… 4. That is exactly right… 5. I completely agree with you… 6. I will quickly run through this with you… 7. That is a fantastic alternative… 8. Great news! 9. Marvellous choice… 10. That is an excellent suggestion… 11. I hope you enjoy your… 12. Splendid! All that is left to do now… 13. Yes, it is essential that you… 14. It is a very generous offer… 15. I can highly recommend… 16. Thanks, we aim to provide a friendly service… 17. That’s certainly impressive, Mrs Smith… 18. That it is an interesting idea… 19. Brilliant! I’m glad we are on the same page… 20. Yes, it is an exciting prospect… 21. I think that it’s a terrific option… 22. That is absolutely fascinating… 23. You certainly are an expert on this… 24. That is personally my favourite option… 25. It would definitely be ideal, considering your situation…