When an item isn’t available:

"That product will actually be available next month. I can place the order for you right now and make
sure that it is sent to you as soon as

it reaches our warehouse!"

---------------------------

Out of Stock :
Dear _____(Sir or Madam),

I _____________(What is your name and designation?) hereby inform you that the goods for which
you placed an order on ____________(What is

the date of the order?) are out of stock. You placed an order of _____________(What is the
number/amount?)_________(What is the name if the

product/item?) and you already paid an advance of ____________(What is the amount of advance
money?). However, currently we are unable to

deliver the ___________(What is the number/amount?)____________(What is the name of the

product/item?) to you because of limited stock items

in our inventory. I have checked all our inventories but the stock is not available anywhere.

We are assuming the stock will be there by ________________(What is the date that the stock is
expected?) and any way your order is a the

first in our waiting list. So by __________(What is the expected date of delivery?) we will surely clear
your order. I apologize on behalf of

my company for the inconvenience caused to you because of us. Hope you will understand our
situation and kindly cooperate with us.

Thanking You

--------------------------------------
Greetings
How you say hello makes a world of difference. Starting on the right foot with a customer sets the
stage for a positive chat, but a curt or

unenthused greeting can put a client on edge. We all know the power of a great first impression, so
use the scripts below to treat each new

chat greeting like a real-life introduction.

--------------------------------------
General greeting
Hello! Welcome to *businesses name*, and thank you for visiting our site. How can we help you
today? Hello, and thank you for using

*businesses name*‘s live chat service. Is there something in particular we can help you with? Good
morning/afternoon/evening, and thank you

for contacting our chat line. How are you doing today? May I ask why you contacted our chat service
today? Good afternoon! How may we assist

you today?
--------------------------------------
Greeting for repeat visitors
Hello, and welcome back to *business name*‘s site. Were you having more problems with *previous
issue*? Hello again *name*! Welcome back to

our site. What can we do for you today? Welcome back *name*! It’s great to see you again. Did you
want to pick up where you left off?
Explanation that chat may be monitored or recorded
I wanted to mention that this chat may be recorded for quality assurance. We want to let you know
that this chat may be recorded and used for

training purposes. I wanted to let you know that this chat will be recorded for quality assurance
purposes and for further follow-up if

needed.
--------------------------------------
Apologizing/Unable to Meet Request
It can be hard to say no—after all, your job is to help a customer and to be as positive as you possibly
can, right? Unfortunately, there are

times when a customer’s request is not in line with what your company’s vision.

If trying to figure out the right words to deny a customer’s request has you scratching your head,
here’s a little known secret: don’t use

the word “no.” It may sound tricky, but we’ve provided you with quality alternatives to soften the
blow.
--------------------------------------
Apologizing for issue
We understand how you feel, we’re very sorry. We’re going to take care of this for you right now.
We’re deeply sorry about *Issue*. Let me
speak with my supervisor to see how we can correct this for you.
--------------------------------------
Unable to meet request
We apologize, but at this time we’re unable to meet that request. We’re very sorry, but fulfilling that
request isn’t possible at this time.

Let me check and see what I can do for you. We apologize, but we do not currently offer shipping to
that region. We’re very sorry, but our

current setup does not allow us to ship overseas at this time. We apologize for the inconvenience,
but our shipping options are limited at

this time. We apologize, but fulfilling that request wouldn’t be fair to our other customers.
--------------------------------------
Offering to provide solution
May I suggest *solution* as an alternative?
To best meet your needs, I would recommend the following…
I feel that the best way to solve your issue would be *solution*
Providing additional contact information
I understand how you feel—would you like to speak with a supervisor who would be able to better
meet your needs? I would need to get approval

from my manager for that request…may I transfer you to their line? Would you like me to refer you
to my supervisor?
I may need to check with my manager to accommodate that request.
If you would prefer, you may contact our phone support line at *number*
Our customer service phone number is *number*
If you’d rather speak with an agent directly, you can reach us at *number*
You may need to visit one of our in-store locations to accommodate that request. Would you like us
to find the nearest location to you?
We’re sorry, but an issue like that can only be handled at one of our locations. The nearest store to
you is *location*
Transfer
Things can get messy when you don’t have the information a customer needs on hand. Getting a
customer to the right representative is crucial,

but so is getting them there without any hiccups. Use the following transitions to smoothly deliver a
customer to the appropriate team

member.
--------------------------------------
Suggesting transfer
I’m sorry for the confusion, but this department doesn’t have information on that topic. Would it be
alright if I transferred you to the
correct department? I apologize for the miscommunication, but this department isn’t equipped to
handle that kind of inquiry. Would it be

alright if I transferred you to the correct department? Based on the information you’ve provided, I
believe *agent name* will be able to best

meet your needs. Is it okay with you if I transfer you to *agent name*? Unfortunately, I’m afraid I
don’t have the ability to accommodate

your request. However, *agent name* specializes in this type of situation and would be happy to
speak with you. Is it okay with you if I

transfer you to *agent name*?

--------------------------------------
Transferring
Please hold on for one moment while I transfer you.
I’m transferring you right now; we’ll be back with you in just a moment! *Agent name* is available to
speak with you; may I put you on hold

for a moment while they review your information? I’m very sorry, but I’ll need to transfer you to
another agent to get your problem resolved.

Will you hold for a moment while I contact *agent name*? I apologize, but *agent name* is the one
who will be able to best handle your issue.

Please hold for a moment while I contact their line.

--------------------------------------
Customer requesting to speak with another agent
Yes, *agent name* is available if you would prefer to speak with them. Of course, I can transfer you
to *agent name* if you would prefer. I’m

sorry, but *agent name* is currently unavailable. Would you like to leave them a message?
--------------------------------------
Putting Customer on Hold
Nobody likes being on hold, period. But as a customer support agent, you know that there are times
when this is unavoidable, and putting

someone on hold is crucial to delivering a quality solution. Handle your customer with grace and
reassure them that they won’t be abandoned,

and you’ll earn quite a few points in their book.

--------------------------------------
In the middle of chatting
Is it okay for me to put you on hold for just a moment? It may take us a moment to review that
information—may we put you on hold? If you’re

comfortable holding for just a moment, we’ll review your information and have an answer for you
very shortly
--------------------------------------
In the queue
We apologize, but all of our agents are currently assisting other customers. Please hold for the next
available agent. We’re sorry, but all

of our agents are on the line with other customers at the moment. If you can hold for a couple
minutes, we’ll contact you as soon as we’re

able. There are currently *estimate* customers ahead of you in line. Please hold for the next
available agent. We expect that an agent will

be available to help you shortly, there are currently *estimate* customers in line. An agent should be
free to assist you very shortly. (your

place in the queue: *estimate*)

--------------------------------------
Thanks for waiting
Thank you very much for holding, and sorry about that wait! Thanks for holding! We do apologize
about that wait, but we’re ready to assist

you. We thank you for holding and apologize about the wait.
--------------------------------------
Asking for Additional Information
Collecting information is crucial to getting your work done and optimizing sales. But for an anxious
customer, it could conjure up visions of

an unethical agent running up their credit card on a faraway tropical island.

The key to asking for personal information is to establish trust. Handle your information requests
seamlessly with the following scripts, and

customers will know they’re in good hands.

--------------------------------------
Asking for general information
If it’s okay with you, we’ll need to collect a little bit of additional information before we proceed. To
meet your needs, we’ll need to

verify some of your information.

--------------------------------------
May I ask for some more information before we continue?
Asking for credit card/billing information
To process your order, I’ll need your full 16-digit credit card number, expiration date, and security
code. May I have your current billing

address?
To place your order, I’ll need either a credit or debit card.
--------------------------------------
Asking for verification of address/location
Before we proceed, may I ask you to verify your current home address? And what is the listed zip
code of your current account?
Asking for account number/date of birth/last four of SSN
May I have your account number listed on your bill? If you give me your account number I can begin
looking up your information. If you would

verify your date of birth for me, we can begin looking up your account information. I’ll need either
your date of birth or the last four

digits of your social security number to proceed.

--------------------------------------
Requesting Screen Sharing
Sometimes requesting a screen share is the best way to assist a customer. Unfortunately, it’s similar
to stepping inside someone’s living

room—a customer’s computer is a private space that may not be ready for visitors. But like a
plumber or electrician, you need access a

client’s personal space in order to fix his problem. Be patient with customers, and use the following
scripts to earn their trust.

We may need to use screen sharing to diagnose your issue. Is it okay for us to remotely access your
computer? We’re having a little trouble

diagnosing your issue based on the information provided—is it okay for us to remotely access your
computer to figure out what’s going on? We

aren’t able to solve this issue without some more information. It would be a great help to us if we
could remotely access your computer. Is

that okay?
--------------------------------------
Proactive Sales Chat
Reaching out to a customer proactively is a waste if you don’t have the right words. Like a sales
associate in a department store, you want
to strike a balance between helpfulness and respect. Whether you’re offering general assistance or
pointing them in the direction of specific

sales, you want to bring the most value to the forefront of your service. Try out the following lines
when aiding visitors down the road to

loyal customers.
--------------------------------------
Reviewing options
I understand; so many options can be confusing. May I provide assistance in helping you decide? We
know that making a choice here can be

difficult. We can review your options again if you’d like! If you’d like to wait, we can save your
information for you and give you some time

to think about it. Excellent choice! We’re positive that you’ll be satisfied.
Very good choice. We’re confident that you’ll be happy with that option.
--------------------------------------
Recognizing when customer needs help
It looks like you’re visiting quite a few pages without making a purchase! Can we help you find
anything? It’s been a while since you’ve

contacted us! Feel free to let us know if you need any help during your order. It’s been a while since
you’ve last checked your shopping

cart—are you ready to check-out, or can we help you browse our selection?
--------------------------------------
Unresponsive customer
Hello! It looks like you’ve been inactive for a while. Can we help you find anything? You’ve haven’t
moved for a while—lost in thought? Or do

you need help locating something? Hey there! It seems like you’ve been inactive for a few minutes.
Did you need help navigating our site? It

appears that you’ve been inactive for a few minutes now. Please feel free to use our live chat service
if you have any questions.
--------------------------------------
Advertising sales
Hello! Before you begin shopping, we wanted to let you know that *promotion* is currently going on
through the end of the month. Hello! Right

now we’re offering a discount on *promotion* if you’re interested in taking advantage of that deal.
Before you check-out, you should know
that we’re currently offering *promotion*. Would you like to take advantage of this limited-time
offer? Hey, we just wanted to let you know

that *promotion* is on sale right now, if you felt like saving a few dollars today. We do apologize, but
the time limit on that promotion has

expired. The deals we’re currently offering include *promotion*. We’re sorry, but that deal is no
longer available. If you’d like, I can list

the other specials we currently have going on right now.

--------------------------------------
Recommending items frequently purchased together
It looks like you’re purchasing *product*! Could we interest you in *product* as well? They
complement each other nicely. Since you’re

purchasing *product*, we’d recommend *product* as well. Customers in the past have found that
purchasing these items together made their

lives easier.
--------------------------------------
Warning that components of items purchased together may be incompatible
Uh-oh! It looks like you’re purchasing *product* with an incompatible *accessory*. These products
will not be able to be used together. Would

you still like to proceed? It looks like you’re trying to purchase *product* with *accessory*. These
items are not compatible; would you like

to return to the store to see if we have a compatible *accessory* in stock? As *product* isn’t
compatible with *accessory*, may we suggest

this *product* as an alternative?

--------------------------------------
Purchasing/Shipping Options
Are you done shopping? The current total of the items in your cart is *total*.
As of right now, your current balance is *total*. Good news! Since your order is over *price*, you
qualify for free shipping on all standard

ground deliveries. Good news! Your order is over *price*, meaning that you qualify for our special
*discount* off of your order. We offer

several options for shipping, including USPS, FedEx, and overnight mail. If you’d like to hear all of
your shipping options, we can list them
for you. Based on our estimation, you can expect to receive your order on *estimate* While we can’t
offer an exact date, we expect your order

to arrive on *estimate* While we can’t offer an exact date, we expect your order to arrive on
*estimate* Our shipped items usually take

*estimate* to be received.
--------------------------------------
Goodbye
Similarly to how you say hello, how you say goodbye is incredibly important. Fantastic service can be
completely upended if a customer walks

away with a negative last impression. You want your customer to log off not only satisfied with their
service, but with the politeness of the

agent they worked with. Wind down the conversation with these choice scripts.
--------------------------------------
Thanking customers
Thank you for using our live chat service, and we hope to hear from you again! Goodbye! Thanks for
using our 24-hour help line, and please

feel free to contact us again if you have any more problems. Goodbye! Thank you for using our live
chat service. I am now closing this chat.

If you have any more issues, please don’t hesitate to let us know. Have a great day! Thank you for
visiting! We hope to see you again!
Thanks for stopping by, we hope to hear from you again!
We appreciate your service and hope to hear from you soon!
--------------------------------------
Customers being unresponsive
It’s been a while since your last response. Please respond within the next few minutes or this chat
will be ended. Hello *name*, are you

still there? Hello, it seems that you are away. I will have to close the chat for now. If you still need my
help, you can request a chat

again. Thanks for stopping by

--------------------------------------
Providing email address/contact info for further inquiries
If you have any further issues and would like to contact us directly, you can reach us at *email
address* If any more problems come up and

you can’t access our chat line, please feel free to email us at *email address* or call our customer
service line at *phone number*. If you’d
prefer, you can reach our customer service through *Facebook/Twitter/Social media* or via SMS text
message at *phone number*.
**********************************************************************************
*
#1: How to Greet Your Customers via Live Chat
First impressions are formed in the first 7 seconds, and they’re hard to break. It’s important to make
a good one!

When opening a conversation with someone, you should always introduce yourself. You wouldn’t
answer a phone by saying, “How may I help you?”

without telling the caller your name, would you? Treat live chat the same way!

Use this to greet your customers:

“Hey, [their name]! Thanks for contacting [your company]. I’m [your name]. How can I help you?”

#2: How to Tell Customers You Need Some Time to Resolve Their Issue
It’s not always possible to resolve an issue immediately. However, you also shouldn’t leave your
customer hanging without explaining to them

what’s going on.

In fact, if a customer has to say something like “are you still there?”, it hurts customer satisfaction
rates.

Here’s how to let the customer know you need some time:

“I apologize, but I need a few moments to solve this issue. Do you mind holding on for a few minutes
while I look up the solution?”
You can even ask the customer to leave their contact information with you in case they’re in a rush:
“If you’re in a hurry, I’d be happy to

call or email you back with an answer instead.”

#3: How to Transfer a Customer to a Different Chat or Phone Call

Sometimes you can’t solve your customer’s issue and need the help of another department. When
that’s the case, it’s important to be tactful –

most people hate being transferred!

Here’s a response you can use:

“[Their name], I’m going to connect you with the [related department] department. [Employee’s
name] can help you with this, he/she’s awesome!

I’ve also gone ahead and briefed them about your situation, so you won’t have to re-explain
anything. Have a great day!