Looking for customer service scripts that your sales team can use to manage client relationships? Well, you’ve come to the right place!
Now before we get into the customer service scripts, I’d like to first refer you to a post I wrote a few weeks back. It’s called Customer Service Tips for Sales Managers: How to Coach Your Team, and I believe it will help set the stage for today’s article.
Okay, ready now? Let’s go!
Customer Service Scripts for Sales Managers & Salespeople
It doesn’t matter if you’re a sales manager, salesperson, CEO, or really, what your role is. When it comes down to it, we’re all responsible for providing excellent customer service. That’s right: everyone! Even if your company has a customer service department or team, it’s everyone’s responsibility to service clients.
With that said, as sales professionals, we’ll surely run into situations where we need to help service. That’s where scripts can be extremely helpful.
Now, I don’t want you to feel like you or your team members need to memorize these scripts word for word. Or even use them word for word for that matter. My hope is that you’ll use them as a springboard to develop your own customer service scripts, then add them to your Sales PlayBook!
Script #1: When a customer calls and is upset with the product or service they were sold
If a customer has a problem or complaint and they call you specifically, help them!
Start by empathizing:
“I’m so sorry to hear that you [had a bad experience/do not like the product/had trouble with the product]. Your happiness is our priority. What can I do to make this right?”
Allow the customer to vent. Take lots of notes. And most importantly, practice active listening. Truly hear what they’re expressing and respond with empathetic kindness.
Script #2: When a customer calls you, the sales manager, to complain about a sales team member
Unfortunately, none of us are perfect. And as a sales manager, it might catch us off guard to hear someone speaking negatively about one of our own—especially if they have a good track record.
But sometimes, people just get mad. Or annoyed. Or don’t like someone. Alternatively, the customer might feel like they were oversold, or were sold something they didn’t really want or need.
Whatever the case, it’s important to approach this with sensitivity. Think back on the last time you picked up the phone to dial someone and complain. How did you feel? Angry? Taken advantage of?
Put yourself in the customer’s shoes and ask lots of probing questions. But first, begin empathetically, just like with script #1.
“I’m so sorry you did not have a good experience with [salesperson’s name]. Your happiness is absolutely our priority. We are also a feedback organization and I want to learn from this experience to ensure that it never happens again. Can you please tell me a little more about your experience and any specifics that I can note down?”
Again, practice active listening and ask probing questions. Learn as much as you can, and see where the pain lies. Once you’ve gained an understanding of the problem, offer some solutions. Is it a refund they’re looking for? Do they just think the salesperson is a bad person? What’s the endgame? Feel free to use the phrase, “what can I do to make this right?” to pinpoint what will make the customer happy.
Want More Scenarios?
Want more ideas on how to talk to and service customers? Download a copy of our eBook: Why Customer Service Matters in Sales. It has some great customer service phrases, scripts, and language ideas!