Call Center Practice Scripts
Call Center Practice Scripts
American Accent | Friendly-Formal Tone
1. Greeting & General Inquiry
Agent: Good morning! Thank you for calling SmartTech Support. My name is Adam. How can
I assist you today?
Customer: Hi Adam, I just have a question about my recent order.
Agent: Sure, I'd be happy to help. Can you please provide me with your order number?
Customer: Yes, it's #45892.
Agent: Thank you! Let me check that for you... Yes, I can see that your order was shipped
yesterday and should arrive within 2–3 business days.
Customer: Great! Thanks for the update.
Agent: You're very welcome! Is there anything else I can help you with today?
Customer: No, that's all.
Agent: Alright. Thanks again for calling SmartTech Support. Have a wonderful day!
2. Complaint / Issue with a Product
Agent: Thank you for calling QuickFix Electronics. This is Sarah speaking. How can I help
you?
Customer: Hi Sarah, I received a damaged product in my order.
Agent: I'm really sorry to hear that. Could you please tell me what the issue is and which
item was damaged?
Customer: It's the Bluetooth speaker – it's not turning on.
Agent: I see. I completely understand how frustrating that can be. Let me go ahead and start
a replacement request for you. Could you confirm your order number?
Customer: Sure, it’s #33451.
Agent: Thank you. I’ve submitted the replacement request, and you should receive a new
speaker within 5 working days. We'll also send a prepaid label to return the damaged one.
Customer: Perfect, thanks!
Agent: You're welcome. We appreciate your patience. Have a great day!
3. Request to Cancel a Service
Agent: Hello! You’ve reached FastNet Customer Service. This is Mike. How can I assist you
today?
Customer: Hi Mike, I’d like to cancel my internet subscription.
Agent: I’m sorry to hear that. May I ask why you’re considering cancelling?
Customer: I’m moving abroad and won’t need the service anymore.
Agent: I understand. Let me walk you through the cancellation process. May I have your
account number, please?
Customer: It’s 1023897.
Agent: Thank you. I’ve now scheduled the cancellation for the end of this billing cycle. You
won’t be charged after that.
Customer: Thanks for your help.
Agent: No problem at all. Safe travels and thank you for using FastNet!
4. Sales Call
Agent: Hi! This is James calling from Green Energy Solutions. How are you today?
Customer: I’m good, thanks. What is this about?
Agent: I’ll keep it short. We're offering a free home consultation to help you lower your
electricity bills using solar panels. Would you be interested?
Customer: Hmm, maybe. How much does it cost?
Agent: The consultation is completely free, and there’s no obligation to buy. We simply
show you the savings you could make.
Customer: Alright, I’m listening.
Agent: Great! May I schedule a visit for this week or next?
Customer: Next week sounds good.
Agent: Perfect. I’ll put you down for Wednesday at 4 PM. Looking forward to it!
5. Follow-Up Call
Agent: Hello, this is Rebecca from HomeStyle Furniture. I’m just following up on your recent
delivery. Was everything to your satisfaction?
Customer: Yes, everything arrived perfectly. Thanks!
Agent: That’s wonderful to hear! If you ever need anything else, feel free to call us.
Customer: Will do. Thanks again.
Agent: Have a lovely day!
