Call Center Scripts

Gladly Team

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7 minute read

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Even with the most radically personalized and customer-centered software on the market, you still need to make sure your service agents are prepared for their calls with customers.

This means providing your customer service team with a robust and comprehensive call center scripting solution for any scenario.

Call center scripting, especially for e-commerce and retail businesses, is essential to your service agents because of the range of issues that might come up in a single call. From missing orders and receiving the wrong products to changing their mind on a recent purchase, your service heroes need to be well prepared to help the people that matter most. Having call center scripts on hand will also allow your agents to prep with call center mock calls.

Below is your essential call center script for e-commerce and retail brand teams.

Call Center Scripts Best Practices

Before we get into the actual script examples, there are some important best practices that all calling agents should be aware of.

  • Tone is Half the Battle

    You could have the best-written script in the world, and it won’t mean much if you’re not energized, positive, and empathetic in your tone. Take cues from these customer service tone tips to make sure you’re acing it.

  • Smile, Smile, Smile

    Studies have shown that the act of smiling can impact your tone and mood, even if you’re on the phone. This means — as strange as it may seem — that smiling during your calls will translate into a positive calling experience for both sides.

  • Be Concise

    Using a script will help with this, but if you ever have to deviate from it, be sure to keep things simple and concise.

  • Know The Customer (In Advance)

    When using a customer-centric CX platform like Gladly, you’ll have a customer’s complete purchase history and communication history at your fingertips. Use this to your advantage by learning why your customer is calling and what products they might be calling about.

  • Be Empathetic and Sincere

    We all know how much of a pain it can be to get an order mixed up or to have a product, maybe even a gift, delayed. It’s important to be patient, understanding, and sincere with your callers in order to transform a frustrating experience into a positive and productive one.

Call Center Script Openings

One way Gladly will help your service heroes is by providing them with a comprehensive history of all purchases, interactions, and communication threads. In the case that you receive a new customer, however, you’re going to need to get some essential information before the call can proceed.


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New Customer Openings

  • “Hi this is [your name] from [company name]. How can I help you today?”
  • “Hi, you’ve reached [name] from [company name]. How are you doing today?”

Because you’re working with a new customer, you want to ask for some of their information to place in the system and create a history for them.

New Customer Information Confirmation: 

To be used after a customer tells you why they’re calling:

  • “Absolutely. Before we go ahead and take care of that, could I please have your order #?”
  • “Sure thing. Before I go ahead and check on your [product name], could I please have your name, phone number, and address to confirm the order?”
  • “Thanks for that, [customer name], now I just want to confirm that we’re talking about your order of [product name] that was purchased on [date]. Is that right?”

Customer Openings for Existing Customers:

  • “Hey [customer name], welcome back! What can I do for you today?”
  • “Thanks for calling again, [customer name], I see you made that purchase on [date] for a [product name], is that right?”
  • “Hi again, [customer name]. I see here you were having an issue on [product name or order issue]. Is that right?”
  • “Hi [customer name]. Is this for the [product name] you made on [date]?

Customer Call Script for Putting Customer on Hold or Transferring a Call

There are going to be situations where you may need to put a customer on hold or transfer them to a different department. If this ever comes up, the below script has got you covered.

Placing a Customer on Hold:

  • “Sorry [customer name], let me put you on hold for just a moment while I check in with the [name of department] for that order.
  • “Understood. Let me check with the warehouse to see if we can fulfill that order. One moment while I put you on hold.”
  • “Absolutely. If I can put you on hold for just a second, I can double that order for you.”

Transferring a Call:

  • “I completely understand, [customer name]. Let me put you through to my supervisor so we can go ahead and authorize the change on your order.”
  • “It looks like this might be a bit outside of my bandwidth of support. Let me go ahead and transfer you to the [name of department] so they can assist you.”
  • “Okay, [customer name]. Let me transfer you to the [department name] so they can wrap things up with this order.”

Call Center Script for Incorrect Orders, Product Damages, and Other Issues

If you’re working for a retail and ecommerce business, product mix-ups, incorrect orders, damaged goods, and other issues are bound to come up. Often, customers might be frustrated or angry, and it’s important to remember the customer call best practices while you refer to the blow script in helping to ameliorate the situation.

Delivery Issues:

  • “So sorry about the mix-up on your [name of product], [name of customer]. I’m going to email you the return code for that and send out your [product name] right away.”
  • “I’m so sorry that your [product name] never came in. Let me look into your order to see what happened and get that order back out to you.”
  • “Sorry about that, [customer name]. It looks like it shipped to the wrong address. We’ll go ahead and send out another one right away. Could I go ahead and confirm your address for this?”

Damaged or Missing Products

  • “So just to confirm, everything came in except for [product name] Is that right? Customer confirms. Got it. Okay, we’ll be sending one out to you and you’ll receive a new order # for that shortly.”
  • “I’m sorry to hear that your [product name] came in damaged. Would you be able to send us a photo of the damages so we can go ahead and finalize your replacement?”
  • “I’m so sorry to hear that some of your [product name] is [missing or damaged]. That does sound frustrating. We’ll go ahead and send out a replacement for that right away.”
  • “I’m really sorry, but I’m going to have to confirm this replacement with a supervisor. The best I can do at this moment is guarantee that we’ll get back to you within 24 hours with a confirmation on this re-order.”

Call Center Script for Speaking with Angry or Frustrated Customers

If customers have issues with their orders or retails or products, some of them will likely be a little bit angry or frustrated. The key here is to maintain an empathetic, apologetic, and understanding tone. You want to remind your caller that you’re on their side and are there to assist them.

  • “I completely understand, [customer name]. I’d be just as upset if i were in your shoes. Let me see what happened so I can fix the problem.”
  • “So sorry that this has happened, [customer name]. Let me see what went wrong on this delivery so I can fix it.”
  • “Absolutely, [customer name]. I completely understand, and I’m so sorry this issue has come up. Let me put you through to my supervisor so they can give a prompt and easy fix on this problem.”
  • “I’m really sorry this has come up. It’s going to take some time for me to identify what went wrong with the order. I know this isn’t ideal, but could I give you a call back in the 1-2 hours with some options for moving forward?”
  • “So sorry, [customer name]. If you don’t want a replacement on the order, here are some other options that I can provide you with at this moment.”

Call Center Script for Ending a Call and Cross-Selling

You want to make sure you end the call on a positive note and remind your customers of all the great sales and new products they might be interested in.

Pro Tip: Make it easier to net more sales with these Cross-Selling and Upselling Templates for CX Agents.

When ending a call:

  • “Thanks so much for your call today. Is there anything else I can help you with, [customer name]? If they say no. Great! Thanks so much and have a nice day.”
  • “We appreciate the call, [customer name]. You take care and have a great day.”
  • “Again, we’re so sorry about the mix-up. I hope you have a great rest of your day.”

When cross-selling:

  • “I’m so happy we were able to find the right [product name] for you. I just wanted to let you know that many of our customers also enjoy a purchase of [new product name] when they buy a [original product name]. Is that something that might interest you?”
  • “Thanks so much, [customer name]. Before I let you go, I just wanted to let you know that our customers have been loving their new [product name]. Would you like to hear more about that?”
  • “So glad to help, [customer name]. I just wanted to inform you before ending the call that a lot of our customers have been matching their purchase of [product name] with [product name]. Mind if I share some of those new lines with you?”

Call Center Script Final Thoughts

While Gladly will allow you to connect with your customers in a more personalized, seamless, and human manner, you still want to have a thorough call center script to assist your service heroes. The above script will make it easier for your service agents to navigate their calls and improve the calling experience for everyone involved.

About Gladly

Gladly is a customer service platform for digitally-focused B2C companies who want to maximize the lifetime value of their customers.   Unlike the legacy approach to customer service software, which is designed around a ticket or case to enable workflows, Gladly enables radically personal customer service centered around people to sustain customer loyalty and drive more revenue.

The world’s most innovative consumer companies like Godiva, JOANN, and TUMI use Gladly to create lasting customer relationships, not one-off experiences. 


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