Customer Service Training Scripts

Gladly Team

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7 minute read

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The best way to learn something is through experience. Although helpful in some ways, all the pre-job training in the world – assessments, presentations, webinars and others – cannot simulate a day in the life of any job.

Customer service is no different. That’s why utilizing scripts and simulated scenarios is important to any customer service training program.

Scripts allow for customer service representatives to get into the flow of receiving and getting familiar with questions.

Below is everything you need to know about customer service training scripts, some including example scenarios.

Customer service training script benefits

Below are some of the key benefits of training scripts and what they will provide to your customer service heroes.

  • Improves communication – It’s hard to improve how you sound or the tone you want to get across without practice. Time spent answering simulated questions and verbally responding to inquiries will help agents hone their communication skills.
  • Helps agents establish rapport – Rapport is an unsung hero when it comes to customer service. Working on rapport skills through customer service training scripts will help agents instantly connect with their customers.
  • Lowers stress – Customer service can be stressful, and the more practice your agents have, the more prepared they will be for dealing with stressful situations.
  • Practice makes perfect – It’s a simple notion, but it’s true. Regardless of the scenario, situation, or inquiry, practice will help your agents improve their all-around skills.

If you want confident agents with a strong sense of self-efficacy, your representatives need the right training. Customer service training scripts are a vital part of that training.

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Must-haves in a customer service training script

Scripts developed for training purposes should focus on worst case scenarios and get routine scenarios to drill desired reactions into the trainees mind. Here are some examples of customer service training scenarios to form your scripts around.

  • When you don’t know the answer – “Great question. Let me get you that answer right away.”
    • Rather than saying something like they should have called a different department or, worse, that you simply don’t know, you can show your customers that you care about their inquiry and will do whatever it takes to resolve it.
  • Item or service is unavailable or defective – “That product is currently unavailable, but I can get it out to you in two weeks. If you’d like, I could go ahead and finalize that order for you so it gets to you as soon as possible.”
    • Rather than mulling over the negatives, you can immediately respond to your customer by letting them know when you can get them their product and give them what they want.
  • Transferring a customer, speaking to the manager – “We can get this resolved for your right away. I’m going to transfer you to one of our experts so they can help you the rest of the way.”
    • Rather than apologizing, you can get straight to the point and reassure them that they will be working with an expert or specialist suited for their issue. Omnichannel support software, like what you’ll find with Gladly, means that they won’t have to explain their question again to the new agent after they’re transferred.
  • You have to tell the customer no if they recommend a feature or new product – “I really appreciate your concern and feedback, but we unfortunately don’t have plans to offer that product (or feature) anytime in the near future. However, I will relay your suggestions to our product team, and if anything changes, we’ll let you know right away.
    • It’s important to let customers know that they’re opinion is valued and heard, and communicating that you have plans to take in their feedback will impart that sense of value.
  • Bending the rules (security, exceptions etc) – “While I’d love to help you, I’m afraid I just can’t bend the rules on that policy. What I can do, however, is offer you another solution that might get you what you need.”
    • You’re doing two things here: 1) being empathetic and establishing that you want to fulfill their request, and 2) offering them a different solution. Both things are important parts of saying no in a positive manner.
  • Extremely angry customer, abusive customer – “I’m so sorry about that, and I totally understand your concern and how frustrating that must be. What I can do for you right now is [offer solution].”
    • The important thing here is to apologize and express empathy. Regardless of who is at fault, you need to try to let your customers know that you’re on their side and are working to help them resolve the issue.
  • You are wrong/apologies – “I’m so sorry about that. That is totally on us, and I’m going to go ahead and do everything I can right now to get that order back out to you.”
    • When you’re wrong, the best thing to do is to apologize, let them know you’re in the wrong, and explain the game plan for how you aim to resolve the issue.
  • Refund on a defective or missing product – “So sorry about that. That sounds really frustrating. I can go ahead and send out another one right away, or if you’d like I can issue you a refund immediately.”
    • Providing options is key here. It lets your customers know that you’re truly working in their best interest.

While this is an excellent customer service training script foundation, you can adjust the script as you go or even create multiple scripts that cater to different training needs.

By following this guide, you’re ensuring that your new agents will be better prepared and more equipped for customer issues.

Gladly makes customer service heroes

Why have customer service agents when you can have customer service heroes? Gladly equips your team members with tools – like omnichannel support and customizable IVR – to effectively and efficiently solve issues while maintaining that essential human element.Radically personalize your customer service approach, and get a Gladly demo today.