Call Center Script - Communication

BILL

Hassel free

Safer easier way to pay

Fast Process

WAITING

Do you mind holding 2-3 minutes while I research or process your request?

Sir/Ma’am, thank you for holding I appreciate your patience

Thank you for staying on the line

If you can just wait on the line whilst I check that information for you..
I have that information here for you now, I will just get it for you

Would you mind waiting?

Prioritise

thinking outside the box

to be honest/to be honest with you/to be perfectly honest

Can you please repeat that?”

Could I please take your telephone number Mr Jones?

WORDS

“Definitely”

Guaranteed

“Surely”

“Absolutely”

“Certainly” I’ll be happy to assist you with that today.

Perfect,

Fantastic!

Marvelous

Pretty well

Certainly.
With pleasure.

bear with me

bottom line

I’d be delightly to assist.

I hear what you’re saying..

 "Oh, my goodness,

What a story"

PHRASES

“Rest Assured Mr……”

“I do understand the inconvenience you have faced……”

“I will be more than glad/ happy to assist you….”

“I completely understand the reason why / your situation….”

For faster service, go to our website at…

Due to a large call volume

PERSONAL ONES

“I will surely ensure that…”

“What I will do for you right away is……”

“I assure you I will try my best…..”

“What I can do for you right now is ….”

“I’m sorry for the inconvenience that you have faced, what I can do for you is ….”

ADVISORY

“I would suggest / I recommend…..”

“To avoid a similar inconvenience in future I request you to….”

"I understand how difficult that would be,

"I would have been pretty upset in that situation, too. Now let's see what we can do to resolve the issue." 

PROCEDURES

“All you need to do is to just….”

“A simple way / method to change it will be to…..”

“As soon as you receive…”

BENEFITS

“You will surely be able to enjoy…..”

“You will ONLY be charged…..”

“We have a variety of …..’

“It’s a wonderful service where instead of _______, you can ____________ …..’

“This is the best plan/scheme for your requirements…..’

“For just £_____. …you can…..”

“For Special customers like you…..”

Have you discovered any other positive words and phrases that work for you?  If so, please add them in to the comments box below.

Because you are a valued client/customer

That’s a fantastic choice

Your satisfaction is a great compliment for us Mr./Ms _____

Assuring you our best services Mr.Ms.___________. Have a great day ahead!

It is your right to know Sir

We understand the value of your time.

SUGGESTION:

Many of our customers prefer to do/use……
What other customers have done/tried in your position is…..
Let’s look at this (very arm around and sorting it together)

Interestingly this is what other customers have…

To avoid a similar inconvenience in future I request you to…

HAPPY

Mr/s customer, I know how you FEEL….
Many of our happiest customers FELT the same way…
However, what they FOUND, after XXX is

SAD

Mr Customer I understand how you FEEL…
Something similar happened to me and I FELT the same way…
What I FOUND and I hope this will be the same for you is…
And then you can get on to your proposed solution.

BAD LANGUAGE

Sir, mr./ms.I understand that you are upset, yet I will have to end this call if you continue to use that language.

Rest assured I’l be your partner on this issue

PROBLEMS:

Feeling = It certainly is frustrating when…
Content = your cable is not working and you are not able to see your favorite show.

Feeling = How exciting it is…
Content = when you are purchasing your new home!

“Alright Mr. _____, just to set your expectation…we may or may not resolve the issue over the phone and we may end up sending a tech to fully restore your service..yet, i guarantee that you and i are going to work together in resolving this issue while we are still on the phone..Let’s start with setting a goal to make sure we’re on the same page…blah blah..”

WRONG CUSTOMER

That’s a great question, let me check; I don’t know that off hand, but I can find out the answer for you right now.

NO POLICY

Unfortunately,  I cannot do that, but what I can do is this;

Unfortunately, I cannot help you with that,  I’ll be happy to provide you the number for the department that handles that

LOOKING FOR CEO

I cannot give out our CEO’s phone number. However, would you like

to be transferred to our manager on duty? I am sure he can help you.

CALMDOWN

could you please let me explain; could you stop yelling; there

is no need to get upset

NEW CUSTOMER

General Inquiry

That’s sound great. You called at the most exciting time since we have a lot of great offers. Let’s get you started.

If you are looking for a TV provider with best deals, you dialed the right number because we have a lot of great offers.

I’m glad to hear that you choose Dish Network as your TV provider. I guarantee you that you made the right choice.

Competitors Bad Service

I’m sorry to hear that you have to go through that experience. I assure you that once you have our service up and running, you’ll have a great time with our services.

I know how frustrating it is not to get the kind of service that you were promised but I can assure you that you will never experience that with Dish Network.

I can say that going through that experience is frustrating. Here at Dish, our first priority is our customer.

Cost

I know that you want the best value for your money and I can guarantee you that switching to Dish Network will provide you that.

Moving

It’s always challenging to get your service established after a big move. Beside you having the easiest time getting our TV service,

I’m glad to hear that you choose us to provide you with your TV service in your new home. Let’s get you started in getting your new TV service.

Switching Over

Thank you for inquiring to our Ads.

DTV’s channel take-down – You are correct; and with DISH Network you will not lose some of your favorite programming like NASCAR or College Football. With DISH you will not only receive dependable service but you will be able to continue watching your favorite cable channels like FOX Network!

FORMER CUSTOMER

Same Account Holder

It’s great to hear that you’ve decided to get our services again.

It’s great to have you back.

Were happy that you’re choosing us as your TV provider again.

That’s great, having your business agan means a lot to us.

Different Account Holder

Divorce – I’m sorry to hear that. I understand that going through something like this is really challenging. We’ll do our best to make sure that getting your TV service will be the least of your worries.

Death (Account Holder) I’m sorry for your loss. I know that you’re going through tough times right now. Let’s get started with your order so that getting your TV programs back will be the least of your concerns.

EXISTING CUSTOMER

2^nd Account

We are still analyzing the situation, and have not yet identified a solution to the problem. At this time we are unable to provide an estimated time for repair. I know you don’t want to hear this, and I am sorry this happen. We will fix the problem as quickly as possible.

May I have the spelling of your first name?

I would like to ask you a few basic questions, so that we can help you more efficiently the next time you call the ABC help desk.

Would you like to schedule an installation date and time that accommodates your schedule?

I do not have an immediate answer to your request. Let me first be absolutely certain that I understand your situation, so that I can provide accurate information to the team.

Let me search our knowledge base. I’m typing some information into the system. Now I’m waiting for an answer to come up on the screen. It should be just a few second.

Your request will be given to a technical specialist on the __team immediately, and will get back to you within___. When would be a good time for me to follow up with you?

Does that make sense?

Would that help you as well

How does that sound?

How are you? Can you hear me OK?

NEGATIVE:

"We appreciate your interest in expanding your services. However, under our business rules, we cannot set you up with a 3rd account. I apologize for the inconvenience. Is there anything else I can help you with?"

"To better assist you with your Blockbuster Account, please call Blockbuster's Customer Care at 1-877-829-9003."

Also, please be advised about Blockbuster's business hours which starts at 7AM to 7PM Mountain time, from Sunday to Thursday and up to 11PM Friday to Saturday."

Provide BLOCKBUSTER TOLL FREE:
1-866-692-2789Please note that Blockbuster customer care associates are available during the following business hours:

Sunday – Thursday: 7:00 AM – 7:00 PM MST
(9:00 PM - 9:00 AM Local Standard Time)
Friday – Saturday: 7:00 AM – 11:00 PM MST
(9:00 PM - 1:00 PM Local Standard Time)

"If you don't mind me asking, since this is a military installation, are you allowed to get satellite TV?"

"We appreciate that you are interested in getting our service. Unfortunately, we have to adhere to the security guidelines of the area and we can't setup your service until you get the clearance to setup satellite service."

APOLOGY

To avoid similar inconvenience,

I understand how difficult that would be, I would have been pretty upset in that situation too. Now, let’s see what we can do to resolve the issue by giving you the number for that right group to assist you. This way you can save time and were able to handle your concern as soon as possible. So do you have something to write on?