Online businesses, no matter how hard you work, will always still have some complaints. There are circumstances when you do not know what went wrong or there are inevitable circumstances that happen leading to problems that you didn’t want in the first place. This is where having organisational procedures for dealing with customer complaints through customer complaints policy and procedures become really helpful.

Having things like a customer complaint role play script and customer service scenarios scripts helps you to remain focused and calm when dealing with these complaints. It is important to remain professional so that the bad experiences of your customers will be lessened instead of magnified. It is natural to seek to handle these things when in the process of knowing how to start an online business

This article will provide you with customer service scripts samples, help desk script examples, and customer service call script examples. Furthermore, this article will help you set up things like a customer complaint handling procedure flow chart.

You might be interested: How to Handle Shopee Customer Complaints 

10 Best Scripts to Handle Online Business Complaints

It is critical for any business in ecommerce websites or social commerce to have a customer service plan, and whether your company is in retail or ecommerce, there is a strong possibility that you will be communicating with customers, adjusting orders, and dealing with customer-related issues on a regular basis.

Developing an efficient retail customer service phone call script is an important component of a successful customer service strategy. Besides phone conversations, customer service call scripts may also be used for chat boxes and email messages. They are a wonderful method to equip your customer support professionals with a communication guideline that they can refer to at any time.

These phone scripts will not only provide your reps with on-demand support if they require it, but they will also serve as excellent training tools for new team members. The information provided below is a comprehensive guide and model for all of your retail customer care phone script requirements.

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For Beginners

For first-time callers to customer service, use this template.

  • Hello, my name is [name] and I’m calling from the [name of the department/company]. How are things going for you today?
  • That’s fantastic to hear! Thank you for your inquiry; I am doing extremely well. What can I do to assist you today?

In the event that the consumer delivers an unfavorable answer,

  • My heartfelt condolences on your unfortunate experience. What can I do to assist you?
  • Please accept my apologies. If you could please provide me with your full name and order number, we can proceed with making the necessary corrections for you.

Most ecommerce and retail inquiries will revolve around order issues, therefore it’s important to first identify your consumer and their order before proceeding.

  • Yes, without a doubt. Could you please provide me with your full name, phone number, and mailing address so that I can check in on that order?
  • It’s not an issue, sir or ma’am. Do you have a chance to have your order number handy so that I can look it up?

This script works because it takes an approach where you prioritize the needs of your customers and it is something that they most definitely want. 

For Repeat Visitors

For repeat customers or visitors who have been buying from your store for a while, you can use this script:

  • Hello, [Customer Name] once more! What can I do to assist you today?
  • [Customer Name], it is delightful to see you again! What can I do to assist you?
  • Hello there [Customer Name]. Do you want to continue where we left off on our previous phone call?
  • Hello there [Customer Name]. Were you still having problems with [insert previous problem here] when we spoke?

An excellent best practice, acknowledging a returning client reinforces the fact that your company is concerned about the relationship and cherishes each customer. It is possible to provide even more layers of personal care by utilizing a customer service platform that provides this information as well as records of previous contacts.

For Order Mixups, and other Product Issues

Even if you were at fault, the first thing you should do when a problem arises is apologize and express understanding. Even while you’re interested in helping solve their problem, you also want to ensure that their issues are recognized and addressed. The following scripts address the fundamental problems of price inaccuracies, order mix-ups and other products:

  • In the event of a wrong shipping address entry. Your order appears to have been delivered to the wrong address. I’m really sorry about the mess. To follow up on our previous conversation, we will be sending you another
    within the next week.
  • When customers never receive their order: It’s a shame, [name], but I hear you’ve been dealt a bad hand. I’d like to discuss your order with you to find out what happened and to place another order using
  • I sincerely regret the error. How about we adjust your order?

In the event of a wrong shipping address entry:

  • Your order appears to have been delivered to the wrong address. I’m really sorry about the mess. 
  • To follow up on our previous conversation, we will be sending you another
    within the next week.

When customers never receive their order: 

  • It’s a shame, [name], but I hear you’ve been dealt a bad hand. 
  • I’d like to discuss your order with you to find out what happened and to place another order using
  • I sincerely regret the error. How about we adjust your order?

For Being Unable to Fulfill a Request

Just like the examples discussed, this script will help you when you’re interacting with clients whose orders can’t be finished or delivered.

  • Regrettably, we cannot go through with your request because [insert reason]. Would it be acceptable if I spoke to my team and then followed up with you when we arrive at a resolution?
  • Unfortunately, we’re currently out of
    and are unable to ship it to you at this time. Are you interested in seeing if we have a different size or color in stock?
  • Do you have any other issues you want me to look into?
  • My apologies, but we can’t alter
    after all. As far as what’s available now, we have it online or in shops.
  • It appears that we currently do not have this feature. I’m really sorry about the mess. However, we have a couple of additional possibilities for you to consider.

For Transfer Requests and Putting Customers on Hold

It is okay if you cannot constantly answer inquiries or fulfill demands, and you might not have the authority to do so. Transferring requests is a regular task in customer care, and the following script can assist you in performing the same for a variety of situations.

  • My apologies for any problems I may have caused. Please hold while I transfer you to the [insert department name] to deal with the problem. While I connect you to [department or staff member], please hold.
  • I get it. I will be routing you to our shipment team. They’ll be able to finish your request for you. I’ll get in touch with him/her and get back to you. I apologize, but your problem will have to be dealt with by [administrator/department]. Can I get them on the line for you?
  • Would you mind if I put you on hold for a bit? To fulfill your order, I’ll pass you to my supervisor.
  • Do you mind holding for a second while I see if our administrator can help with this? It was good of you to wait. The particulars of your order are as follows. I’ll email them to you in the next instant.

For Billing Information

For Billing Information, it is important to use good scripts because customers can be sensitive with their payments. Below are things that you can use:

  • Please input your payment card number, CVV code, and expiration date to process the order. Have you considered paying for that order in a different way? We accept a wide range of payment options, including credit cards, debit cards, gift cards, and PayPal.
  • Could you share the account number on the bill that was generated? Can you supply your current accounting address, please?
  • I’d appreciate it if you could confirm your address for me. Do you have a moment to confirm your zip code?

See also: Verifying and Activating ShopeePay Accounts

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For Angry Customers

If you work in a retail environment, you will occasionally come across someone who is agitated or verbally aggressive–whether they are justified in their feelings or not. Begin by expressing sympathy and understanding for the customer’s predicament and situation.

  • I’m so sorry that this has occurred. Let me see if I can come up with a solution to the problem.
  • Please accept my apologies. Could you please tell me what happened so that I can assist you?
  • Thank you for letting me know that you were dissatisfied with your purchase. Let’s see what we can do to put everything back in their place.
  • Your dissatisfaction is perfectly understandable. I’m sure I’d feel the same way. I’d appreciate it if you could provide me with your order number so that we can get this resolved as soon as possible.
  • I sincerely apologize for your order not arriving on time. Allow me to consult with my supervisor to see what we can do to assist you.

For Several Customers at Once

It’s important not to create the appearance to your customers that you are rushing or that you are speaking with numerous persons at the same time when working with multiple customers at the same time. Explain that you need to double-check some information or confirm a product and that you will need to put them on hold for a moment while you do so.

  • I absolutely understand what you’re saying. Allow me to go ahead and check through your transaction history in order to locate that order. Please give me a moment.
  • It’s not a problem. Please give me a moment to look into it. Please give me a second.
  • That’s a good idea. Allow me to double-check this information with my supervisor, and I’ll get back to you as soon as possible.
  • Please allow me to double-check the order transaction for a brief period of time.
  • For the time being, please be patient with me as I confirm this order with my supervisor.

For Wrapping Up

In addition to saying goodbye politely, asking if your consumer has any other questions, and thanking them for their business, the conclusion of your engagement is an excellent time to upsell and cross sell to them.

  • We greatly appreciate your call. Are there any additional questions or concerns you’d like to ask me? Wonderful, thank you. Enjoy your day.
  • We are grateful that you have taken advantage of our 24-hour assistance program, and please don’t hesitate to contact us if you require anything else.
  • We are thrilled to have assisted you, and you were able to find just what you needed. Just to clarify,
    customers who have also purchased [purchased product name] also love it. You may like to look at my current sales, if you like.
  • There’s a chance I could assist you with one more matter before I leave. [Product name] is a big hit with our customers, who love to pair it with their [bought product name] purchase. Are you open to seeing our
  • I believe we have some excellent
    that would go well with your order. I was wondering if you would mind me telling you about them.
  • Anything else I can assist with? We will receive your purchase within the week as I said. If you need anything else, just let us know by calling or emailing us.
  • I’d like to apologize again for the mix-up. If you experience any problems with your subsequent order, please contact us. Make it a great day.

Having a retail customer service phone script will improve the experience of both your customers and your employees, whether you’re training new customer service representatives or providing further support for your existing team. Gladly makes use of machine learning technology as well as a complete platform to ensure that your agents are prepared to address the wants and concerns of your consumers.

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Understanding your consumers is something extremely important in handling your business and receiving and handling feedback is just one way to do exactly that. By knowing things like their habits and preferences, you can better understand how to optimize your store for your customers thus generating you more revenue. Luckily, this is one of the many Ginee provides its clients to further their growth.

Ginee’s Customer Management feature allows you to efficiently sort through and organize customer data like their transaction data, products purchased, and shopping behavior with ease. Not only will optimizing your business be significantly easier but it’ll be more stress-free allowing you to better focus on other aspects of your business. So what’s the wait? Sign-up for Ginee and start your 7-day free trial today!

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