CALL SAMPLE SCRIPT: Difficult Customer Situation

This is a call sample script about a difficult customer situation. There are two examples – the negative and the positive scripting. Please note that this is only a sample script. The resolution or steps provided here may or may not be applicable to your account.

DIFFICULT CUSTOMER SITUATION

EXAMPLE 1: This is a sample script of something that you SHOULD NOT follow. The purpose of this is to point out the negative scripting or responses of the agent and how she used blaming language towards the customer – both are not acceptable.

START (customer automatically authenticated by the phone system; agent just needs the name)

Agent: Thank you for calling TRIPLE A Bank. My name is Ariana. May I have your name?

Customer: James Breed.

Agent: Hello Mr. Breed. How can I make you smile today?

Customer: Why do I have fees on my bank account? I want those removed. Very ridiculous. I can’t even afford them.

Agent: I understand that fees are really costly. Let me check your account to see what happened.

Customer: Ok, and remove the fees.

Agent: I’ll see what I can do Mr. Breed.

Agent: As I’ve checked, you were charged some fees because you were not able to pay on time. That means, we really cannot do anything about it anymore.

Customer: What do you mean you cannot do anything? You are supposed to help me. Can you at least try to remove the fees?

Agent: No sir, I can’t do that because you didn’t make a payment.

Customer: If you just look at my account, I made a payment but I was just a few hours late. Can you at least consider? I had to look for funds just to make a payment but I did my best to pay on my due date. I was just late for the cut-off. Can you please just remove at least one fee?

Agent: As much as I’d love to help you, Mr. Breed, my hands are tied and there’s nothing I can do. I already told you the reason and I’m afraid you’ll have to pay the fees for now. I want to let you know that you can avoid these fees by paying before 4 PM of your due date.

Customer: I already know that. You already explained that. You keep telling me the same thing. But you are not doing anything. I will make sure to call back and speak to a supervisor. You are not helping me at all even though I’ve been a customer for 5 years! Terrible service!

Agent: I’m really really sorry Sir.

Customer: No, you’re not sorry. (Hangs up)


EXAMPLE 2: This is the same sample call but now using positive scripting.

START (customer automatically authenticated by the phone system; agent just needs the name)

Agent: Thank you for calling TRIPLE A Bank. My name is Maria. May I have your name?

Customer: James Breed.

Agent: Hello Mr. Breed. How can I make you smile today?

Customer: Why do I have fees on my bank account? I want those removed. Very ridiculous. I can’t even afford them.

Agent: Oh, I understand that fees are really costly. Let me check your account to see what happened.

Customer: Ok, and remove the fees.

Agent: I’ll see what I can do Mr. Breed.

Agent: As I’ve checked, the account was charged some fees because there was no payment made before the cut off time of 4 PM.

Customer: I made a payment! I did my best to look for funds so I could pay on my due date. It’s just that it was done after 4 PM. As I said, I really did my best. Can you please remove even just one fee? I really can’t afford it.

Agent: I truly understand what you’re going through Mr. Breed. However, the fees charged were valid and therefore, they can no longer be refunded or removed.

Customer: Maybe you can make a consideration? Please? Besides, I made a payment on the due date itself.

Agent: I understand your concern, Sir and as much as I want to remove the fees, they really can no longer be removed. However, since you requested, I will send a request to the management and it’s up to them to decide whatever course of action they will do after reviewing your account but this doesn’t guarantee that the fees will be refunded.

Customer: Okay I understand that. It’s worth trying to ask though. Thank you for doing that.

Agent: You’re welcome Mr. Breed. I have already submitted a request and you will receive an email or text message after 3 days for the decision.

Customer: Thanks for trying.

Agent: Have I addressed your concerns today?

Customer: Yes you did, thank you for your assistance. I’ll wait for the update.


WATCH THE VIDEOS HERE: Check out the helpful comments too!

WITH POSITIVE SCRIPTING:

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