appropriate responses

• Acknowledging a Customer

  Positively acknowledge what the customer is saying with single word responses or useful response phrases
• Positive scripting


  • Pre-defines responses and phrases for service reps to use in order to minimize customer frustration and keep customer communications flowing in a positive direction
• Positive scripting can be particularly useful in training new customer service representatives and in the early days of their deployment
• Positive scripting can help ensure that an agent is never lost for words or uncertain of the direction in which to take a customer interaction
• Positive scripting can benefit some service agents and representatives, especially when dealing with difficult customer support issues
• Welcome messages

  • Good morning/afternoon, thank you for calling [COMPANY NAME], you’re speaking to [AGENT’S FIRST NAME]. How may I assist you?
  • Thank you for calling [COMPANY NAME] today, my name is [AGENT’S FIRST NAME]. I’m here to provide you with the very best service?
  • Hello, thank you for calling [COMPANY NAME]. My name is [AGENT’S FIRST NAME], how may I assist you today?
  • Good day. You are speaking to [AGENT’S FIRST NAME]. How may I assist you?
  • Thank you for calling [COMPANY NAME]. I am [AGENT’S FIRST NAME]. How can I help you?
• Acknowledgments

  • I realize that this situation is difficult, but rest assured we will find a solution for you.
  • I would feel the same if this happened to me. We will sort this out.
  • I’m sorry to hear you are having these problems. We will get this resolved as quickly as possible.
• Welcoming Customers

  Set the stage for all subsequent communications with warm, genuine, and positive greetings. Identify the customer service representative by name for friendliness and a personal connection
• Positive single word responses

  • Absolutely
  • Certainly
  • Great
• Customers do not like interactions with agents who inflexibly use pre-defined scripts as it can damage their confidence in the agent’s ability to resolve their issue and reflect negatively on the brand
• Service team

  • They need to always be courteous, well-mannered, respectful, and helpful
• Scripting is controversial in customer service as many say that it isn’t liked by customers and tends to ignore the unique nature of every customer interaction
• Positive words


  • Absolutely
  • Amazing
  • Brilliant
  • Certainly
  • Completely
  • Creative
  • Definitely
  • Enjoy
  • Essential
  • Exactly
  • Excellent
  • Exceptional
  • Exciting
  • Exclusive
  • Expert
  • Exquisite
  • Fantastic
  • Fascinating
  • Favorite
  • Friendly
  • Fully
  • Generous
  • Great
  • Ideally
  • Impressive
  • Interesting
  • Marvelous
  • Memorable
  • Outstanding
  • Positively
  • Quickly
  • Recommend
  • Renowned
  • Sensational
  • Skillful
  • Splendid
  • Superb
  • Terrific
  • Thriving
  • Unbeatable
• Concluding the Service Call

  1. Thank you for calling [Mr. X / Ms. X / FIRST NAME], your feedback is extremely valuable to us. Please don't hesitate to call us again if you have any questions

  2. I'm very pleased that we've been able to help you today [Mr. X / Ms. X / FIRST NAME], please call again if you need help

  3. It's great that we have answered your questions today. Thanks for calling [COMPANY NAME]. Have a wonderful day
• Dealing with Angry Customers


  1. I am sorry to hear that you feel this way [Mr. X / Ms. X]

  2. Your feedback is enormously valuable to us so we greatly appreciate you taking the time to call [Mr. X / Ms. X]

  3. I'd like to call you back to give you an update when would be the best time to reach you?

  4. I completely understand how you feel [Mr. X / Ms. X]

  5. I fully appreciate the inconvenience this has caused you [Mr. X / Ms. X]

  6. Thank you for your understanding [Mr. X / Ms. X], we are doing everything we can to resolve your problem quickly
• Reassuring a Customer

  1. Definitely, I will make certain that this gets resolved quickly for you

  2. Thank you. We can certainly help you with this

  3. Thanks for alerting us to this, we really appreciate your feedback. Now let's look at how we can fix things
• Providing Guidance

  1. Here's what you can do to describe the resolved issue

  2. If you can do this describe actions that will fix your issue

  3. We recommend that you describe recommendations
• Positive responses


  • Absolutely
  • Certainly
  • Great
• Building Customer Rapport

  1. Do you prefer to be called [FIRST NAME] or [Mr? X / Ms. X]?

  2. What I will do for you now is describe next actions

  3. We will investigate this issue immediately [Mr. X / Mrs. X] and get straight back to you

  4. This will be fixed for you by [ACCURATE DEADLINE] sir/madam

  5. What's the weather like where you are today?
• Eliciting More Information

  1. So that I can provide a fix, it would be marvelous if you could take the required action

  2. From what I understand describe the customer's issue. It would be excellent if you could take the required action