A whopping 85% of customers expect consistent interactions across departments — including customer service teams. But this is much easier said than done, especially if you manage multiple touchpoints like calls, texts, and emails.
For starters, every service rep is different, which means they approach each customer interaction differently. Some conversations may go over well, while others leave customers feeling unhappy or unheard.
And as hard as you try, difficult customers are inevitable — they (understandably) may be frustrated or anxious while waiting on your team. Newer team members may not know how to respond under pressure, which only makes the situation worse.
Thankfully, harmonizing your support channels with customer service scripts can ensure excellent experiences for everyone involved. Scripts help agents use a consistent voice and tone, as well as help reps maintain their composure so they can diffuse tense situations with customers.
Below, we’ve collected 25 of the best customer service script examples you can use to empower your team when they connect with customers. We also cover some best practices you can use to start implementing scripts with your workflow.
Now, before we dive into our customer service scripts, let’s look at what exactly customer service scripts are and how teams typically use them.
What is a customer service script?
A customer service script is a written guideline explaining how your team should respond to different conversations with customers. The goal of a service script is to provide clear instructions for handling phone calls, texts, emails, chats, and social media conversations.
There are many benefits to using a script for customer service:
- They help agents remain professional and confident in unfamiliar situations.
- They get everyone on the same page with empathy and kindness.
- They align everyone’s language with your brand’s tone and voice.
However, you should know a customer service script is just a guideline — not a word-for-word instruction book for support agents to follow. The goal is to avoid sounding robotic to clients while supporting customer service reps as they go about their day.
You can use the customer service scripts below (along with our auto-attendant scripts) to optimize your workflow and create consistent interactions. You can also save your favorite templates as snippets in OpenPhone so you can respond to texts even faster.
Now, let’s look at 25 script templates you can use to make customer communications even smoother.
Customer service scripts for answering the phone
First impressions are everything in building great customer relationships — and the first ‘hello’ you exchange can make or break the conversation.
A caller may connect or disconnect with your rep, depending on their tone of voice. The more immediate this connection is, the better your reps can meet your customers’ needs.
As soon as someone answers the phone, they can set a positive tone with one of these customizable scripts.
Scripts for greeting first-time callers
Good [morning/afternoon] [name]! Thank you for calling [your company name]. My name is [your name], and I’m here to assist you today. How can I help make your day better?
Scripts for greeting repeat callers
Hey there [customer name]! Thanks for reaching out to [company name]. I’m [your name]. How can I help you today?
Good [morning/afternoon], and welcome back [customer name]! We’re so glad to have you with us again. My name is [your name], and it’s always a pleasure serving a valued repeat customer. How can I assist you today?
Not sure how to tell if a customer is new or not? Business phone solutions like OpenPhone have a lightweight CRM so agents can instantly tell if they’re talking to a first-time or repeat caller. It can also save customers from repeating key information, which leads to a better experience since they feel remembered and special.
Scripts for following up with customers
Hello, this is [your name] calling from [your company name]. I apologize for missing your call earlier, and I appreciate your patience. I’m reaching out now to address any questions or concerns you may have. How can I be of assistance?
Good [morning/afternoon], this is [your name] from [your company name]. I noticed you called us earlier and wanted to see how I could help. What can I do for you today?
Script for scheduling meetings
Hey [name], I’d be happy to help you set up a meeting. Could you please provide me with your preferred day and time to meet? [customer provides day and time] Okay, can you also provide me with your contact information so we can reach out to confirm the meeting?
Scripts for putting customers on hold or transferring calls
If a customer service agent needs to put a caller on hold, you can use this script to set expectations while they wait or are transferred to someone else.
Thanks so much for that information, [name]. To answer your question, I need to check your account. Do you mind if I place you on a brief hold while I retrieve your information?
Hey [name], I would be happy to assist you. To ensure you receive the most accurate and specialized assistance, I need to transfer your call to an expert on our Product Support team. They have the knowledge needed to address your inquiry in detail. Is it okay if I place you on a brief hold while I reach out to the team and let them know about [issue reported]? Great, thank you for your patience.
Hi [customer name], are you still there? Thanks so much for holding. I have my teammate [name] on the line. They can assist you from here. Have a great rest of your day!
Scripts for billing and payments
If your ecommerce company accepts payment over the phone, you need scripts that prioritize the customer’s financial safety and security. Or, if customers feel more comfortable paying digitally, you should provide them with detailed instructions that help them pay online.
Scripts for asking for credit card information
Thanks again for letting me know, [name]. I would be happy to assist you with making a payment. Can you please provide me with your credit card number, CVV code, and expiration date? I also need a billing address when you’re ready.
Scripts for explaining other payment options
How would you like to pay for your order, [name]? If you don’t feel comfortable paying over the phone, I can walk you through our online payment process. We accept PayPal, credit and debit cards, and direct bank transfers through both platforms. I can also direct you to our payments FAQ so you can read the step-by-step instructions.
Scripts for dealing with difficult customers
When dealing with difficult customers, you need to put empathy first by staying patient, asking for additional information, and maintaining a calm tone.
Drew Schuffenhauer, Customer Support Team Lead at OpenPhone, recommends putting yourself in the customer’s shoes. “Empathy is super important for all customers, but especially anyone that might be expressing frustration or indicating they’re not having a great experience,” he says.
Scripts for diffusing angry customers
I can imagine how frustrating this has been for you, [name], and I genuinely apologize for any inconvenience you’ve faced. Your feedback is important to us, and I’m here to make things right. I’m here to listen and help find a solution that meets your needs. Can you give me some additional information about what’s going on?
I have a solution for your situation based on what you’ve told me today. [Describe the customer’s request, such as a refund, replacement, or alternative resolution.] Please let me know if this aligns with your expectations. I want to make sure you’re getting the solution you need.
Scripts for dealing with complaining customers
I can understand how frustrating this situation must be for you, and I’m here to listen and help. I’m committed to working through this challenge with you and finding a resolution that meets your expectations.
My goal is to find a solution for [describe the customer’s situation] so you can get back to the rest of your day. Can you please share your preferred outcome or any specific suggestions you have in mind? Your insights are valuable, and I want to make sure we’re moving in a direction you’re comfortable with.
Scripts for winning over indecisive customers
I completely understand, [name]. It’s natural to have concerns and questions, and I want to help you find a solution that’s right for you. If there’s anything specific you’re unsure about, please let me know. I’m here to provide clarity and address any doubts you may have.
Based on what you’ve told me today, let’s compare [option A] and [option B]. Option A offers [highlight key benefits], while option B provides [highlight key benefits]. How do these features align with the functionality you’re looking for?
Scripts for apologizing to customers
It’s impossible to overstate the value of apologizing — even if the service representative did nothing wrong. Sometimes key information can get lost in translation, and taking responsibility can significantly boost customer satisfaction.
Drew Schuffenhauer suggests taking a customer-first perspective to help manage calls before they escalate. “I think about what I can do to keep the customer happy or make them happy again,” he says. “Sometimes that means starting back from the beginning in terms of addressing the original concern if somewhere along the way it didn’t get handled great.”
Scripts for mistakes
I’m truly sorry for the [specific error]. I apologize for any frustration this may have caused. I’m here to help you get this sorted out. Can you please provide me with your order number and the details of the [customer’s specific issue]?
Scripts for long wait times
I apologize for the inconvenience you’ve faced due to the wait time. Thank you for your patience. I understand how frustrating it is to wait on hold, so I’m committed to assisting you as quickly as possible. May I have your name and relevant details to access your account or address your concern?
Scripts for being unable to accommodate requests
Thank you for letting me know about [restate customer’s request]. I definitely understand the importance of this issue. We may not be able to accommodate you. Allow me to explain the situation in more detail and offer some suggestions. [Explain the limitations and offer alternatives.]
Scripts for technical product support
Technical product support may take longer than other types of customer service, so it’s a good idea to streamline the process with clear, repeatable scripts. You may also want to route callers to tech support using a phone menu, which can reduce the customer’s time to resolution and keep your help desk queue short.
Thanks for reaching out to [company name], [customer name]. I understand [the product] isn’t working as it should. Do you mind explaining what’s happening on your end?
Scripts for sharing useful resources
I understand you’re having problems with [specific issue]. But no worries — I’ll walk you through the steps to fix it. [Go over steps if on the phone, or paste instructions if email or text.] Please let me know if you have any additional questions.
Scripts for troubleshooting common issues
It sounds like you might be facing a common issue, which we can resolve with a few troubleshooting steps. Let’s go through them together. [Go through steps such as checking the internet connection, clearing the cache, or updating software.] If the issue persists, please feel free to reach out for more help.
Scripts for upselling customers
Once you’ve established a great relationship with your customers, upselling can be a win-win for clients and your business.
Pam Abreu, Director of Client Relations at 5K.co, recommends approaching upsells from the customer’s perspective.
“[Client] meetings are about brainstorming ways we can keep benefiting them,” she says. “It’s not about upselling: it’s about what they’re currently doing and how we can continue to look for initiatives within those campaigns and provide more value.”
By the way, I’m so happy to hear you’re enjoying [product/service]. Did you know we also offer complementary products to enhance your experience even further? Many of our customers who purchased [product/service] also use our [upsell product]. It’s designed to [mention key benefits of the upsell product, such as added convenience, enhanced performance, or additional features]. If you’re interested in learning more, I can send the details to your inbox.
Scripts for ending conversations
Once you resolve your customer’s questions and provide the information they need, you need to wrap up the conversation with a friendly closing statement. This leaves a lasting impression on customers and helps solidify their overall experience. It’s also a way your customer support agents can help callers feel more appreciated.
Script for ending positive calls
It’s been a pleasure assisting you today [customer name]. I hope you have a wonderful day ahead. Once again, thank you for choosing [your company name]. We look forward to serving you again in the future.
To quickly recap, we’ve [briefly summarize the issue and the solution provided]. I’m pleased we were able to find a solution for you. If you have any questions, you’re always welcome to reach out again. Thank you [customer name], and have a great day.
Script for ending calls with a frustrated customer
I understand this situation has been frustrating for you, and I want you to know your feedback is vital for helping us improve. Please give us a call if you have any other questions.
We’re here to support you. If you encounter any further challenges or have additional questions or comments, please don’t hesitate to reach out. We’re committed to making your experience better.
Script for ending calls with unresolved issues
Hi [name], I’m sorry that you’re still struggling to get answers. I’m committed to finding a solution for you. I will escalate your case to our [relevant department/manager/supervisor] to ensure your concerns are addressed appropriately.
I understand the urgency of your situation. Our team plans to work diligently to investigate [the issue] further. I will personally follow up with an update within [give a specific time frame if possible, e.g., within 48 hours]. Please let me know if you need something from us in the meantime.
3 Best practices for customer service scripting
You may not need customer service scripting for every scenario, and you probably don’t want to use them verbatim at the risk of sounding cold or robotic.
That said, scripts are extremely useful for ensuring consistency between reps. Used correctly, they’re a great way to collect necessary data, stay compliant, and verify you’ve closed the right tickets at the right time.
Here are some best practices for call and text scripts so you can ensure a better, more consistent customer service experience.
1. Include scripts during training
Before you put new team members in the field, you should work on customer service training to get them started on the right foot. You may want to talk through your scripts first so reps can ask clarifying questions. Then, you can add context for your specific product or service so they’re not caught off-guard by customers’ questions.
Want to take your workflow a step further? You can set up a dedicated resource page where agents can locate and read scripts. While memorization is better for delivery, it’s good to have a backup when agents are in a hurry.
There are so many ways to include scripts in your agent training. For example, you can use your scripts during call shadowing during onboarding when managers attend live calls. You can give agents the pre-call rundown to set them up for success. Then, you can discuss how they did in the post-call breakdown.
2. Empower reps to add personalization
You want your customer service team to sound like humans, not robots. Following customer scripts to the letter can make this hard to do. You should teach your reps to look at scripts as guidelines so they can personalize each template to the customer’s unique needs.
Craig Stoss, the Director of CX Transformation at PartnerHero, suggests training employees to look at their positions differently.
“It all comes down to how your employees see their role,” he says. “If they see their role as — follow a script, here’s a set of policies, here’s a set of processes — they are more likely to approach their work robotically. If the employee just follows steps one through 10 regardless of the situation, that’s going to make for a bad customer experience because they see their job as just doing what’s on paper.”
To prevent your customer service scripts from creating robotic customer experiences, you can:
- Empower your teams with knowledge and purpose so they can adapt their scripts to meet callers’ needs. “I like to use boundaries and guidelines,” Craig says. “Here’s the goal of our job: to help the person that’s coming to us for help.”
- Ensure everyone on your team knows they have the power to deliver out-of-this-world customer experiences. “Give your agent the freedom to surprise and delight,” Craig says. This could be as simple as forwarding their phone call to someone more qualified in your contact center, or as big as providing a temporary discount to smooth over bad experiences.
- Remove the stressors of handle time when the situation calls for it. “You don’t have to hang up the call after six minutes or 10 minutes because we’re measured on meeting average handle time,” Craig says. Instead, reps should feel free to converse with the customer, get to know them, and ask specific questions about their needs. While this may not be necessary in every circumstance (and you don’t want to waste the customer’s time), your team should have the opportunity to look closer at caller needs.
3. Encourage empathy
You also need to convey empathy and concern for the customer’s issue, especially if they’ve been on hold for a while or routed to a few different departments.
First, acknowledge and apologize for what’s going on for your customer. Then, try to make it right by offering assistance, suggestions, and solutions.
You should also encourage your reps to:
- Customize their tone and language to reflect understanding and compassion. People respond well to friendly phrases such as, ‘I’m sorry to hear that.’
- Role-play as the customer to understand their point of view. How would you feel if there was a problem with your product or service?
- Ask detailed questions about the customer’s situation. You may pick up interesting nuggets of information you can use to make your business better.
Keep in mind you need to be empathetic to your customer support reps as well. Your team goes above and beyond to deliver excellent experiences, which means they won’t always meet suggested handle times or time to resolution. Performance-related metrics don’t always show the full picture, so make sure you’re looking at customer experience from quantitative and qualitative perspectives as you evaluate how your team speaks to customers.
Use OpenPhone to optimize customer service scripts
Whether you’re training new team members or improving your workflow, customer service scripts are a must to get your team on the same page. You can connect better with customers, boost agent response times, and address customer questions with more empathy and compassion.
Over time, you can optimize your scripts depending on your customer’s responses. Once you adapt them to your voice and brand, you can run A/B tests on their favorite scripts to pick a clear winner for your team.
You can rely on OpenPhone to optimize scripts by monitoring calls, capturing transcriptions, and iterating templates at scale. After you sign up for our seven-day free trial, you can start tracking the performance of your scripts with:
- Call recordings: You can use call recordings to keep an eye on new agents and track how well your scripts perform over time. Since you have options to record all calls or calls with specific agents, managers can see which scripts get the best results and tweak them over time.
- AI call transcription summaries: If you don’t have time to listen to call recordings, you can read AI call transcriptions instead. This helps you create automatic action items from any call so your team can follow up with customers later.
- Templates and snippets: Don’t want to write the same message to hundreds of customers? With OpenPhone, you can adapt frequently asked questions into a script customer service reps can use at scale. Then, you can use these editable templates while texting with customers so agents don’t have to type the same message over and over.
With OpenPhone, you can start implementing, measuring, and improving your call scripts in 20 minutes or less. Sign up for a free trial to see how OpenPhone’s solutions can help level up your customer support workflow.
Meagan is a professional writer in VA that has covered business phone communication since 2021. If she’s not helping companies navigate VoIP technology, she’s helping companies craft their own stories.