Do say: Hi, my name is X.

May I ask your name?

Great to meet you, Y. How can I assist you today?

How can I help you? What can I help you with today?

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For example, if a customer says something vague like:

I want to receive my package. Try responding with:

Thank you for contacting [Company Name]! Can you please provide me with your order number so that I
can check the status of your package?

Just to clarify, you have already ordered your package and are waiting to receive it, is that correct?

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Here is how you can start phrases with these positive words:

I completely understand…

I can definitely help with that…

I assure you, we most certainly will…

Fantastic! I’m so glad to be of help…

Sometimes customers ask for something you can’t give them. For example, they may ask for a refund
after several months, which exceeds your company’s two-week refund policy. So, what are you to do?
Here are some positive phrases to help you out:

While I can’t offer you X, I can implement Y.

I would love to help, but… Here’s what I can do instead…

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1. To assuage or calm a customer:

I’m going to take care of this for you…
I assure you…
I understand where you’re coming from.
2. To prevent doubt when you don’t know:
One moment please.
Let me find that out for you.
Let me forward you to our X specialist.
3. To express professionalism:
Thank you for bringing that to our attention.
We’re very happy to…
On behalf of our company, I would like to thank you for your patience...
 “Your policy doesn’t cover that, but I can check if we can offer that to you in a different
package.”
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“The item is out of stock. Would you like me to pre-order it for you so it will be with you in 4
weeks?”
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“I’m sorry it’s not arrived yet. Let me check with the courier and see when delivery can be
arranged.”
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“I’m sorry that I can’t offer you a refund, but since you are still under warranty, we can offer you
a free repair.”
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Customer Service Call Template For First-Time Callers

● Hi this is [name] from the [name of the department/company]. How are you today?
● Great to hear! I’m doing very well, thank you for asking. How can I help you today?
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If the customer provides a negative response

● I’m so sorry to hear that. What can I do to help?
● So sorry about that. If you give me your full name and order number, we can go ahead and
start making the correction for you.
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A large majority of ecommerce/retail questions will come down to order issues, so you want to
identify your customer and their order before moving on.
● Sure thing. Can I get your full name, phone number, and address to check in on that order?
● Not a problem, sir/ma’am. Do you happen to have to the order # so I can bring up your order?
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Customer Service Phone Script Examples For Repeat Visitors

● Hey again, [Customer Name]! How can I help you today?
● Welcome back [Customer Name]! What can I do to help?
● Hi [Customer Name]. Do you want to pick up where we left off on our last call??
● Hi [Customer Name]. Were you still having issues with [insert previous problem]?
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Customer Care Scripts for Apologizing for Order Mixups, Product Issues, and Other Concerns

○ When the incorrect shipping address is entered. It looks like your order shipped to the wrong
address. So sorry about that. We’re going to send another [product name] to your address, and
it should arrive within the next week.

○ When a product is never delivered: So sorry to hear that, [insert name]. Let me bring up your
order so we can see what happened and get another [product name] sent to you.

○ I’m so sorry about the mix-up. Let’s see what we can do about correcting your order.

● When the product is received broken: I’m so sorry about that. If you send a photo of the
damaged [product name], we’ll go ahead and send out another [product name]. Of course, if
you’d like a refund, we can go ahead and take care of that for you, as well.

○ I know this is less than ideal. But I’m going to have to talk to my manager and see what we can
come up with to resolve your issue. Is it ok if I [call/email/message] you back once we have a
resolution? I promise it won’t take longer than 24 hours.

○ When the product is not what they expected: I’m so sorry that the [product name] wasn’t
what you expected. Would you like to return or exchange your [product]? Proceed with
refund/return policy.

● When the product is a different color or size than what they ordered: I’m so sorry about that,
let me go ahead and send out the correct size/color that you initially ordered. I’m going to email
you directions for returning the product that we mistakenly sent and send your [correct
product] right now.

● So sorry, [customer name], It seems we made a mistake and sent the invoice to the wrong
email. We’re going to go ahead and resend your notification; you should be receiving it within
24 hours.

Sample Customer Service Call Replies for Being Unable to Fulfill a Request

● I am sorry, but it’s not possible to fulfill your request at this time because [provide reason]. Is
it ok if I speak to my team and reach back out when we come up with a resolution?

● I’m sorry, but it seems that we’re out of stock of [product name] at the moment. Would you
like to check if we had it in a different size or color?

● Let me have a look at what else I can help you with.

● I’m so sorry, but we can’t actually customize [product name]. Whatever we have online or in
stores is what’s available for the time being.

● It looks like we don’t have this feature at the moment. So sorry about that. But we do have
these other options that you can look at.
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Example Customer Service Phone Template to Transfer Requests and Putting Your Customers on
Hold
● I apologize for any inconvenience. Let me transfer you to the [insert department name] so
they can help resolve the issue.
● Please hold for a second while I transfer you to [department or staff member].
● I understand. I’m going to transfer you over to our shipping department. They’ll be able to
help complete your request.
● Please hold for a moment while I get in touch with him/her.
● I am sorry, but [administrator/department] is the one who can handle your problem. Let me
put you through to them.
● Can I put you on hold for a moment? I’m going to transfer you to my supervisor so they can
complete your order.
● Would you mind being on hold for a second while I check on this with our administrator?
● Thank you for waiting. I have the details for your order. I’m going to email them to you right
now.
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Customer Service Phone Script for Billing and Credit Card Information
● To process the order, please give the number of your credit card, CVV code, and expiration
date.
● How would you like to pay for that order? We accept all major credit cards, debit cards, gift
cards, and PayPal.
● Can you please give me the account number listed on the generated bill? ● Can you please
give your current billing address?
● Can you please verify your address for me?
● Can you please verify your zip code please?

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Customer Care Call Script for Following up With a Customer at a Later Time
● [customer name], I just wanted to let you know that we’re still looking into how we can
replace your [product name]. Can I call you back within the next hour when we have some
options for you?
● So sorry, but we’re having some technical issues on our servers that are preventing us from
completing your order. We’re working on fixing the issue as I speak, and everything should be
resolved by tomorrow. Can I call you back then when the order has gone through?
● Thanks for waiting, [customer name]. We got a hold of your new [product name] and it should
be sent out today.
● Sorry, [customer name]. Can I check on some of these with my supervisor and get back to you
in the next hour?
● I’m so sorry for the mistake. Your transaction may take a couple of days to resolve. Can I email
you then?
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Customer Service Call Scripts for Handling Several Customers at the Same Time
● I completely understand, [customer name]. Let me go ahead and look over your transaction
history to find that order. One moment, please.
● No problem. Give me a moment to check on that. One second, please.
● Sounds good. Let me double check this information with my supervisor, and I’ll be right back
with you.
● Do you mind waiting for a moment while I double check the order transaction?
● Bear with me for one moment while I confirm this order with my supervisor.

Customer Care Phone Script Example for Thanking Your Customers, Wrapping up, and Upselling
to Other products
● Thank you for your call. Do you have any other questions or concerns? Great, thank you. Have
a nice day.
● Thanks for using the 24-hour help service, and please feel free to reach out to us if you need
anything else.
● I’m so glad we could help and that you found exactly what you were looking for. In case you
didn’t know, many of our customers who enjoy [purchased product name] also really liked
[product name]. If you’d like, I can show you [product name] that are currently on sale.
● There might be something else I can help you with before I let you go. Our customers love to
pair [product name] with their [purchased product name] purchase. Would you be interested in
having a look at some of our [product name]?
● While we’re on the discussion of [purchased product name], we have some great [product
name] to match your order. Mind if I share them with you?
● Is there anything else I can do to help? As I mentioned, your order should be coming in by the
end of the week. Don’t hesitate to call back or email us if you have any other questions or
concerns.
● Again, so sorry about the mix-up. If you have any other issues with your re-order, please let us
know. Have a good day.