You want to help resolve their issue, but you also want to make sure that their concerns are heard and understood. The first thing you want to do when there’s any issue, regardless of who’s at fault, is apologize and convey empathy. Were you still having issues with ?Ĭustomer Care Scripts for Apologizing for Order Mixups, Product Issues, and Other Concerns Do you want to pick up where we left off on our last call? Hey again, ! How can I help you today?.Customer Service Phone Script Examples For Repeat Visitors Using a customer service platform that provides this information and details of past interactions can help you add even more layers of personal service. How to Greet a Returning Customer on the PhoneĪcknowledging a returning customer is a best practice and reiterates that your brand cares about the relationship and values each customer. Do you happen to have to the order # so I can bring up your order? Can I get your full name, phone number, and address to check in on that order? If you give me your full name and order number, we can go ahead and start making the correction for you.Ī large majority of ecommerce/retail questions will come down to order issues, so you want to identify your customer and their order before moving on. When the customer provides a negative response
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