Developing and implementing a standard procedure for processes in an organization ensures that each process is executed in a nearly identical manner consistently. This consistency in execution translates into brand identity or service expectations that ensure customer satisfaction.
Customer service telephone scripts help you achieve consistency in customer service on the phone.
How telephone calls are handled in an organization is one such process that can make or mar the reputation of the organization to potential customers. Therefore, Proactive organizations should develop and implement scripts for customer service personnel to use in engaging customers at different points of service delivery.
Sample Customer Service Telephone Scripts
Here are some sample customer service telephone scripts for various stages of customer engagement to help you and your organization establish a standard:
When Potential Customers Call In
Customers and potential customers of an organization frequently call designated customer service telephone numbers to make inquiries about a company’s goods, services or operation. Here’s a simple customer service telephone script to ensure customer service personnel are efficient at collecting relevant customer information while remaining friendly and professional.
- Greet the caller (based on the culture of the organization or region e.g. Good morning, Hello)
- Say the name of the organizations (e.g. ABC Industries)
- Introduce yourself (e.g. Elizabeth speaking)
- Find out why the customer is calling (e.g. How may I help you?)
- Listen to the customer. Take note of key information. Repeat information to the customer to clarify if unsure.
- Provide the requested information or offer to call the customer back when you have the information.
- Thank the customer for calling. Add a pleasantry.
Customer Service Telephone Script (Example for Receiving Calls)
Here’s how the call will look when we put it all together:
“Good morning, ABC industries! Elizabeth speaking, how may I help you? *pause and listen*
We are open Monday- Friday, 9 am to 5 pm. We do not open on weekends but orders can be placed on our online site on weekends for delivery Monday morning. * pause & listen for more questions or requests*
Thank you for calling ABC industries. Have a great day!”
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When You Call Out
Organizations often have to call out to customers to confirm orders or relay orders to partner organizations for delivery. Here’s a simple customer service telephone script to ensure seamless execution of such calls:
- State name and organization
- State purpose of call and provide necessary details
- Take down relevant information
- Confirm the information
- Thank the customer for their time
Customer Service Telephone Script (Example for Calling Out)
“Good morning, this is Jonathan from ABC Inc. I’m calling with respect to an order forwarded to your company for delivery from ABC Inc. The order number is 09****101. Can you confirm if this order has been delivered to the customer? *pause and listen while the receiver responds* *Take note of information provided*
Ok, so the order just left the warehouse this morning? And the client should receive it by this afternoon? *wait for confirmation*
Thank you so much for your assistance. Have a good day”
When There Has Been a Service Failure
Service failures occur at times in every organization, from minor incidences of late delivery to all out failure to meet a customer request. It is essential to establish a process for receiving or resolving customer complaints. Though most organizations use a feedback form, some customers may call in to report service failures.
Here is a simple script for reassuring unsatisfied customers and collecting relevant information to resolve customer issues:
- Greeting and introduction
- Listen actively while the customer relays the issues (take notes to ensure accuracy)
- Confirm information provided
- Apologize for inconvenience faced by the customer
- Provide feedback/explanation if aware of the incident or offer to make inquiries/follow-up on the complaint
- Apologize once more and thank the customer for calling or provide a timeline for getting feedback to the customer.
Customer Service Telephone Script (Example for Handling Service Failure)
“Hello, Tech Inc., this is Jeromy speaking. *listen to customer*
It has been over 2 weeks and you have not received your order? *confirmation*
My apologies for the delay Ma’am. May I have the order number so I can check our system. *Take order number, confirm customer’s name and details*
The product you ordered was shipped from overseas ma’am. Such products take 2 to 3 weeks to be delivered. *Wait for reaction or further questions*
My apologies that the customer rep that called to confirm your order failed to inform you of the longer delivery time. The information is usually placed below the goods on the merchant site. You may also track your delivery on our website using your order number.
My apologies once more for any inconvenience. Have a good day.”
When You Want to Market Your Products/Services
Cold calling potential and existing customers is one commonly used strategy to promote a product or service. However, the technique used to execute such calls may be the difference between gaining new business and being blocked as a spam caller.
Here’s a simple script for executing marketing calls:
- Greeting and introduction
- State how you got the customers number or inquire about your service the customer used already
- Pitch your product/service
- Thank the customer for their time.
Customer Service Telephone Script (Example for Cold Calling)
“Good day, my name is Jane and I am calling from Infomat Inc. You recently completed our online business writing programme. I would like your feedback on the programme. Did you enjoy it? * wait and listen carefully to customer feedback*
I am glad you enjoyed the learning experience and found the content useful back at work.
I also want to use this opportunity to let you know that as a previous customer you are entitled to a 10% discount on subsequent courses. We also have a very practical email writing course that was just added. *Listen actively*
Thank you for your time, Sir. Have a good day.”
The telephone is a great channel for customer interactions and provides a convenient means for customers to provide feedback on the products or services of an organization, therefore forward thinking organizations should invest in developing processes that ensure that customer service personnel are equipped to handle all customer telephone interactions effectively.