88 free call center scripts to boost your customer satisfaction

• Thank you for calling [Company Name]. My name is [Agent Name]. What can I do for you today?

• Hello, you’ve reached [Company Name]. How can I assist you today?

• Good [morning/afternoon/evening], this is [Agent Name] with [Company Name]. How can I help you today?

Greetings and openings without customer details:

• Hello, thank you for calling [Company Name]. Before we get started, can I please get your name and order number?

• Hello, this is [Agent Name] with [Company Name]. Thank you for calling. Before we start, please verify your full name and phone number.

Greetings and openings with customer details:

• Hello, [Customer Name]. This is [Agent Name] from [Company Name]. We’re excited you chose to join our community. How can we serve you today?

• Welcome, [Customer Name]. We’re happy you chose [Company Name] for [product/service]. What can I help you with today?

• Hi [Customer Name], thank you for choosing [Company Name]. I see you recently [purchased/inquired about/etc. Product/Service Name]. Is this what you’re calling about today?

• Welcome back, [Customer Name]. What can I help you with today?

• Hi, [Customer Name]. Last time you called, you mentioned that you [reiterate issue]. Is [solution] still working for you?

• Hello, [Customer Name]. Our records show that you purchased [Product Name] on [date]. Is this what you’re inquiring about today?

• Thank you for calling [Company Name]; this is [Agent Name]. I see you recently inquired about [Product/Service Name]. Do you need additional assistance with [reiterate problem/inquiry]?

• Okay, I understand. Is it alright if I put you on a brief hold to look into this for you?

• I’m sorry you’re experiencing this issue. Let me put you on a brief hold while I check with [Department Name] and work to resolve the issue.

• Understood. Please give me a moment to transfer your call to [Department or Agent Name]. They specialize in [issue/inquiry] and will be able to better assist you.

• Our [Department Name] specialists are best equipped to address this concern. I’ll transfer you now and explain the situation so they can immediately assist you.

• My apologies, [Customer Name]. I know this situation is frustrating. Let’s go over exactly what happened so I can fix this for you.

• I’m very sorry to hear about your experience, [Customer Name]. I know we can take care of this. Before we move forward, let me see if I understand the situation correctly. [Agent restates the problem.]

• I understand your frustration, [Customer Name], and I will do everything I can to resolve this for you as quickly as possible.

• I appreciate you bringing this issue to my attention, [Customer Name]. I apologize for the inconvenience and will resolve it as soon as possible.

• Thank you for calling [Company Name]. This call may be recorded for training and quality assurance purposes. How can I help you today?

• Hello, thank you for calling [Company Name]. This call may be recorded for training purposes. My name is [Agent Name]. How can I help you?

• Hello, [Customer Name]. Thank you for calling [Company Name]. This call may be recorded or monitored to help train our representatives and ensure service quality. How can I assist you today?

• Hello, [Customer Name]. This is [Agent Name] from [Company Name]. I’m calling to follow up on our recent conversation about [reiterate problem/inquiry]. Is there anything else I can help you with?

• Hello, [Customer Name]. I’m calling from [Company Name] to see if the solution we discussed for your [problem/inquiry] has been helpful. Do you have any questions or concerns?

• Hello. This is [Agent Name] from [Company Name], and I would like to learn more about your recent experience with our support team. Do you have a few minutes to [share your feedback/answer questions/etc.]? 

• I’m sorry to hear that your package hasn’t arrived yet. Can you please provide your tracking number so I can investigate this issue?

• I apologize for the inconvenience. Let me review your order and find a solution for you.

• Thank you for contacting us about this issue. Let me access the tracking information so I can look into your delivery.

• I’m sorry to hear your item is [late/missing]. Please provide me with your order number so I can investigate and offer solutions. Our priority is to ensure you receive it as soon as possible. 

• I’m so sorry to hear that your item arrived damaged. I am going to create a return label for you now. Go ahead and ship the item back, and we will send you a new one at no additional cost.

• I’m sorry your product arrived damaged. Please send a photo of the damaged item to [email address], and we will ship your replacement right away.

• I’m sorry for the inconvenience regarding the missing products. Can you please provide me with your order number? It looks like you ordered [list of items from the order]. Can you confirm which items are still missing? Once I verify your shipping information, I can send those missing items to you right away.

• I’m sorry to hear there was an issue with your order. Let me verify your order and shipping details so we can send you the right item.

• I’m sorry to hear you were unsatisfied with your order. Can you tell me more about the issue so I can find a solution as soon as possible?

• Hi, [Customer Name]. I’m sorry to hear the incorrect order arrived. I understand how frustrating this must be. Please tell me a little more about what you received and what you originally ordered. I’ll work to get the correct item sent to you right away.

• I apologize for the mix-up with your order, [Customer Name]. Would you prefer we expedite the correct item or issue a full refund?

• I’m sorry you received the wrong item, [Customer Name]. Our apologies for the inconvenience. To prevent this from happening again, we’re reviewing our order processing procedures and working to send you the correct item as quickly as possible. 

• I understand your frustration and apologize for the inconvenience, [Customer Name]. I will escalate this issue to my manager so they can offer a solution that meets your needs.

• Thank you for your patience, [Customer Name]. I’ve explored all the options available to me but have been unable to find a satisfactory solution for you. To resolve this issue to your complete satisfaction, I’d like to transfer you to my manager, who may have additional options available. Would you mind holding for a few minutes?

• This situation requires more specialized attention and expertise than I can provide. Let me connect you with my manager, [Manager Name], who has more experience with these issues. I’ll explain your situation to them before transferring your call, and they’ll be happy to help.

• I apologize for the inconvenience and completely understand your disappointment, [Customer Name]. After exploring various options, I’d like to escalate this call to my manager, as they may be able to uncover other options and solutions. I’ll make sure they understand the situation before connecting with you. In the meantime, is there anything else I can help you with today? 

• General billing: I can certainly help you understand your most recent bill, [Customer Name]. Let’s go over the charges and discuss payment options. Don’t hesitate to interrupt me with any questions you may have. Ready?

• Investigating charges: I’ll need some additional information to investigate the question about this charge on your account. [Ask for the information, like the account number or payment method].

• Processing payments: I’d be happy to help you make a payment today, [Customer Name]. Once your payment is processed, I will provide you with a confirmation number for your records. Please let me know which payment method you’d like to use and provide your account number so I can get started.

• Billing errors: Thanks for bringing this to our attention, [Customer Name]. I understand how frustrating this could be, so let’s look at your bill together and investigate the situation further.

• Refund requests: Thanks for explaining, [Customer Name]. Based on our return and refund policy, [brief explanation of policy details]. To proceed, I’ll need additional information, such as your order number. Once I have that, I can explain the next steps.

• [Product Name] isn’t working, correct? Can you please tell me more about the problem you’re experiencing so I can find a solution for you?

• I understand you’re having problems with [Product Name]. Can you walk me through the issue and anything you may have tried to resolve it?

• It sounds like you’re having trouble with [brief explanation of the problem]. Before we brainstorm solutions, could you clarify what steps you’ve already taken to try and solve the problem?

• Thanks for explaining the issue, [Customer Name]. It sounds like [brief recap of the issue]. Let’s try troubleshooting this together. First, can you [suggest a basic troubleshooting step]?

• If you would rather address the issue at home, I can email you the instructions and stay on the line as you troubleshoot in case you have any questions. Does that work for you?

• I’d love to email you some resources to help [brief description of the resources and how they could help]. Would you be interested in these resources?

• While we walk through this solution, I’d love to email you our comprehensive user guide as well. It covers basic troubleshooting tips and detailed instructions. Would you like me to send the link?

• Our website has a great resource with articles, videos, and FAQs that can help [brief explanation of its purpose]. Can I share the link with you? We can also schedule a follow-up call to discuss the solution and answer any other questions if you’d like.

• Account update: Absolutely, [Customer Name]. What account information would you like to update today?

• Activation/deactivation: I can certainly help with that, [Customer Name]. Our records indicate that [service(s) is/are] active on your account. What services would you like to [activate/deactivate]? 

• Review and upsell: I can definitely help you review your account details, [Customer Name]. While we review, did you know we offer [Product/Service Name] that might enhance your experience with [current Product/Service Name]? I’m happy to discuss [Product/Service Name] with you.

• Security: Account security is incredibly important to us. Can I confirm your information to ensure I’m speaking with the authorized account holder? Once verified, I can help you with any security-related updates you might need.

• Password update: I’m happy to help you update your password, [Customer Name]. Once you update your password, we’ll send you a confirmation email. Before we proceed, I’ll need to verify your identity. Can you provide me with your account and phone number?

• I understand you’re experiencing [technical issue] with [Product/Service Name]. Can you tell me a bit more about what’s happening so I can assist you?

• Thanks for explaining your situation, [Customer Name]. Just so I understand your issue better, let’s go over some common technical issues. Have you tried [technical troubleshooting step]?

• Okay, so [technical troubleshooting step] didn’t resolve the issue. Let’s try [additional troubleshooting step] to see if that resolves the problem.

• I understand you’re reaching out about a sensitive issue, [Customer Name]. Be assured that this conversation is confidential. How can I assist you today?

• I may need some basic information to best assist you, but I won’t ask for anything that might make you uncomfortable or compromise confidentiality. Other resources and support options are available to you, like [list options without requiring details about the issue]. Is there an option you’d like to explore further?

• Thank you for trusting me with this sensitive issue, [Customer Name]. I will connect you with a professional who can provide the secure support you need. 

• I’m so sorry to hear about [reiterate issue], and I apologize for the inconvenience it has caused you. I understand your frustration, and we take full responsibility for this mistake.

• Thank you for bringing this to our attention, [Customer Name]. We are incredibly sorry for [reiterate issue] and sincerely apologize. We are currently investigating the issue to ensure it doesn’t happen again. In the meantime, how can we make this right today?

• There’s no excuse for [issue/mistake]. We apologize for the situation and understand your frustration. Would you prefer [solution A] or [solution B] to help address this?

• I’m truly sorry for this experience, [Customer Name]. This doesn’t reflect the standards we value at [Company Name]. We’d like to offer you [specific solution/reward] to help make this right. Additionally, we’ve taken steps to ensure this situation doesn’t happen again.

• Thank you again for calling [Company Name]. Have a wonderful rest of your day. If you have any further questions, don’t hesitate to contact us.

• I’m glad we could take care of that for you, [Customer Name]. If any other questions come up, please let us know. Have a great [morning/day/evening].

• Thank you for your call, [Customer Name]. Enjoy the rest of your day.

• Thank you so much for your patience. I want to assure you that this is a top priority, and I’m escalating the issue to my manager. You can expect an update from us within 24 hours.

• I’m truly sorry we weren’t able to resolve this issue today. We are going to [explain the next steps] to fix this ASAP.

• [Customer Name], I apologize that we couldn’t fully resolve this issue today and for any inconvenience. To fix this problem as quickly as possible, we will [explain the next steps]. Would you like me to schedule a follow-up call to keep you updated?

• We appreciate your patience today, [Customer Name]. Even though we haven’t found a solution yet, we will continue working to resolve this issue as soon as possible. In the meantime, you can reach us through [alternative support channels] if you have any questions. We’ll provide you with an update by [estimated time frame].

• I apologize for the inconvenience and understand this has been frustrating, [Customer Name]. We can resolve this by [explain next steps].

• I’m sorry you’re experiencing [restate the problem]. Your satisfaction matters to us. I’ll fix the issue by [explain next steps].

• I’m so sorry this experience hasn’t met your expectations, [Customer Name]. I want to make this right for you. I can offer [solution/discount].

• Thank you for your patience, [Customer Name]. I know this hasn’t been easy, and I appreciate you giving us the chance to make it right. I’d like to offer you [deal/promotion] to thank you for your loyalty.

• I’m so glad I could help you today, [Customer Name]. Before we go, could you take a minute to complete our post-call survey?

• I appreciate your patience, [Customer Name]. Would you be willing to share your thoughts in a quick post-call survey? Your feedback is important and helps us improve our services.

• To help us continue providing excellent service, please share your feedback on how we handled your [problem/inquiry] today.

• We love getting feedback from our customers. Can you please share your thoughts about your support experience today? As a token of our appreciation, we’ll offer [incentive].

• Based on the issue you described, it sounds like you may benefit from purchasing [Product/Service Name] as well. It can help you resolve [restate the problem] by [explain how the product/service can help].

• Unfortunately, [Product Name] doesn’t come with that feature. If that’s a must-have for you, we recommend using [Product Name]. These two products complement each other well because [brief explanation].

• Based on your needs, I recommend upgrading to our [Plan/Account Name]. This plan [short description of the benefits related to the caller’s needs].