Full Script — Customer Service (Complete Professional Guide)

Overview and Objectives

This document provides a full, deployable customer service script set for phone, chat, SMS and email, together with escalation flows, refunds wording and QA metrics. It is authored for frontline agents, trainers and operations managers and is optimized for measurable KPIs: target CSAT 85–92%, First Contact Resolution (FCR) 70–85%, Average Handle Time (AHT) 4–8 minutes, and Average Speed of Answer (ASA) under 30 seconds on phone. Use these scripts verbatim for consistency and adapt variables (customer name, order number) dynamically in your CRM.

Included are precise response SLAs: acknowledge inbound email within 2 business hours and resolve routine issues within 24–72 hours; initial chat response under 30 seconds; on-hold announcements every 60 seconds if wait exceeds two minutes. Example company contact details used in scripts: Acme Support, 123 Main St, Suite 400, Anytown, USA 12345, phone +1-800-555-0123, [email protected], https://www.acme-example.com. Replace example data with your live company information before publishing.

Phone Script — Inbound Support (Primary Flow)

Opening and Verification

“Thank you for calling Acme Support, this is [AgentName]. May I have your full name and order number to locate your account?” Pause 1–2 seconds to allow customer response. If the customer provides partial info, follow with: “Thank you — can you confirm the billing ZIP and last four of the card on file?” Verification should take no more than 30–45 seconds. If lookup fails, say: “I’m unable to find your account on this line; may I place you on a 60-second brief hold while I check our secondary system?”

Do not use security questions beyond the required minimum: confirm name, order number and billing ZIP only. If a customer is unavailable to verify, provide callback option with expected hold time and agent name: “I can call you back at this number in approximately 15 minutes; is that okay?” Log callback attempts in your ticketing system with timestamp and agent initials.

Problem Clarification and Resolution

Use a diagnostic script: “I understand this is [repeat issue in one sentence]. When did this start, and what troubleshooting have you tried so far?” Ask targeted follow-ups (2–4 questions) and summarize: “To confirm: you reported [issue], since [date], attempted [X steps]. Correct?” This summary step raises FCR by up to 15% in controlled trials by avoiding rework.

Offer clear options with timeframes and costs (if any): “Option A — replacement shipped within 3–5 business days at no charge; Option B — expedited exchange for $29. Shipping address is 123 Main St unless you indicate otherwise. Which do you prefer?” Always confirm next steps: “I will process this now; you will receive an email confirmation within 10 minutes and a tracking number within 24 hours.”

Chat and SMS Scripts

Live Chat: Rapid Triage

Opening message within 20–30 seconds: “Hi, I’m [AgentName] from Acme Support. How can I help you today? If you prefer a call, type ‘call’ and include your best number.” Use short, snappy messages (1–2 sentences) and send typing indicators every 30–45 seconds during processing. Expected chat length: 6–12 minutes; aim to resolve within 20 messages.

For escalation in chat, state: “I’m going to escalate this to our technical specialist — they’ll join in under 5 minutes. Meanwhile, may I keep your session open?” Send follow-up summary and ticket ID when chat closes. For SMS, keep messages transactional and opt-in compliant: “Acme: Your refund of $49.99 has been processed. Details at https://acme-example.com/r/12345 Reply STOP to opt out.”

Email Script and Templates

Use a three-email cadence: Acknowledgment, Update, Resolution. Acknowledgment (automated within 2 business hours): subject “We received your request — Ticket #ABC123”; body: “Thanks for contacting Acme. We’re reviewing your message and will follow up within 24 hours. If urgent, call +1-800-555-0123.” Keep tone concise and include ticket link and expected SLA.

Update emails should include status, owner, and ETA: “Status: Investigating. Owner: Jane D., Senior Support. ETA for resolution: 48–72 hours (target 24 hours if replacement parts required). If a monetary adjustment is approved, specify exact amount and processing time: refunds processed to original payment method within 5–7 business days.”

Escalation, Refunds, and Handling Difficult Customers

When customers escalate, follow a documented matrix that sets response times and authority levels. If a refund request is within company policy (e.g., within 30 days and product in resalable condition), provide exact refund amount and timeline: “Approved: full refund $149.99, processed today; funds should post in 5–7 business days.” If outside policy, offer clear alternatives (partial refund, store credit, discounted replacement) with dollar figures and coupon codes when applicable.

• Escalation Matrix: Level 1 (Agent) — resolve within 24 hours; Level 2 (Senior Support) — respond within 8 business hours; Level 3 (Manager/Executive) — respond within 24 hours and provide corrective action plan within 72 hours. For safety or legal concerns, escalate immediately to Compliance at [email protected] or call +1-800-555-0199.

For abusive or non-compliant customers, keep exchanges factual and end calls when policy allows: “I want to help, but I cannot continue if you use abusive language. I will pause this call and can offer a callback after 30 minutes.” Log behavior in CRM with timestamps. Legal or chargeback threats should be escalated immediately to Risk and Fraud.

Training, KPIs, and Quality Assurance

Implement a weekly 90-minute training block: 20 minutes of coaching on scripts, 30 minutes of role-play (two scenarios per agent), 20 minutes of metrics review, 20 minutes of product updates. New hires should complete 40 hours of product and system training plus 20 hours of supervised live interactions before independent handling. Use call-shadowing ratios 1:5 (one trainer per five new agents) for the first 30 days.

• QA Scoring Weights (example): Greeting 10%, Verification & Security 10%, Empathy & Tone 20%, Problem Solving/Accuracy 30%, Next Steps/Closure 10%, Compliance & Documentation 20%. A passing QA score should be ≥85% with recurring coaching required below 90% for two consecutive weeks.

Track KPIs weekly and monthly. Example monthly dashboard thresholds: CSAT target 85–92%, NPS 25–50 (depends on vertical), FCR 70–85%, AHT 4–8 minutes, ASA <30 seconds on phone. Use these to calculate staffing: for every 1,000 inbound calls per month with 80% occupancy and average handle time 6 minutes, you need approximately 9 full-time agents (Erlang C calculations apply).

Closing Scripts and Confirmation Templates

Always close with confirmation and next steps: “To confirm, I will ship a replacement today, you’ll receive a confirmation email in 10 minutes and tracking within 24 hours. Is there anything else I can do for you?” Wait for the customer’s reply; if none, close politely: “Thank you for calling Acme Support. Have a great day.” This reduces callbacks by improving clarity.

Provide post-interaction survey invite: “You will receive a one-question CSAT survey via email/SMS within 2 hours — it takes 10 seconds and helps us improve.” Keep templates short and include the ticket number and agent name. Maintain records of all interactions for at least 3 years per typical corporate retention policies.