customer survey the office script

Customer Survey Quotes

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• 1 Jim Halpert
• 2 Andy Bernard
• 3 Scranton Strangler

Customer Survey - The Office (Season 5, Episode 07)

After returning from Nashua, Michael announces to everyone in the office that he is engaged. It's totally not true, as Darryl points out, privately offering to cover the co-pay if Michael seeks psychiatric help. The office insists that Michael call his mother to tell her about the engagement, which he does. His mother is in disbelief... he's apparently done this before. He finally is forced to reveal the truth, disappointing everybody.

Pam has bought matching miniature Bluetooth devices for her and Jim so they can stay in touch throughout the day without being caught. Dwight, overhearing several of their conversations, assumes that Jim is talking to himself. When Jim says that he's talking to Pam, Dwight tries to tell him that Pam isn't there.

Kelly has done the customer surveys on Jim and Dwights performance. Their feedback is terrible, surprising both of them. Jim was going to use his anticipated bonus to buy his parents' home. Dwight suspects Kelly of tampering with the reports He confronts her in the annex about it but she denies it.

Jim later talks about it with Kelly, who is oddly short with him. Pam points out the strangeness of Kelly not talking his ear off and encourages Jim to investigate. When asking Ryan about Kelly's recent behavior, Jim notices that Ryan has the same coffee mug with his face on it that Andy had earlier. The mugs were party favors at Kelly's 'America's Got Talent' viewing party over the summer. Jim realizes that that everyone in the office has one, except for him and Dwight - they didn't go to the party.

Jim then suspects that Kelly tampered with their reports to spite them. Jim and Dwight have Michael confront her about it, and she ultimately comes clean. Michael doesn't really punish Kelly because he says he knows what it's like to have trouble getting people to come to his parties.

One of Pam's friends from art school, Alex comes to visit Pam at the corporate office. He has to tell her that she should not move back to Scranton. Jim, still listening on the Bluetooth, jokes that Alex has a crush on her, but Alex tells her that if she seriously wants to pursue a career in art, then only three months in New York is not going to do any good for her. When he leaves, Jim and Pam are left silent.

Andy shows Angela a wedding tent he would like for their wedding. Angela hates the tent, but agrees to allow it if the location meets certain conditions... all of them perfectly describing Schrute Farms. Dwight accepts the offer to hold their wedding on his farm. Dwight also offers to meet Angela's every need, day or night.

Best Funny Quotes From The Office - Customer Survey

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Customer Satisfaction

• Customer Satisfaction (CSAT) Surveys
• What are customer satisfaction surveys?
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How do I measure customer satisfaction?

Types of customer experience surveys, types of customer satisfaction survey questions, additional questions to ask in your customer satisfaction survey, customer satisfaction survey design best practices, linking customer satisfaction surveys to your customer journey, how to turn your customer feedback into action, customer satisfaction survey templates, see how xm for customer frontlines works, customer satisfaction (csat) surveys: questions & template.

21 min read Consumers expect an exceptional experience with your company, and unfortunately, people talk about bad customer experiences more than they’ll brag about good ones. Read on to learn why satisfaction data is valuable information, and how to optimize your customer satisfaction surveys for useful insights.

What is customer satisfaction (CSAT) survey?

A customer satisfaction (CSAT) survey is used to determine a CSAT score by asking customers the question ‘How satisfied are you with [organization]? Answers range from 1-5 with 5 being “highly satisfied” and 1 being “highly unsatisfied”.

They are used to understand your customer’s satisfaction levels with your organization’s products, services, or experiences. This is one type of customer experience survey and can be used to gauge customers’ needs, understand problems with your products and/or services, or segment customers by their score. They often use rating scales to measure changes over time, and gain a deeper understanding of whether or not you’re meeting the customer’s expectations.

Get started with our free customer satisfaction survey template

Why use customer satisfaction surveys?

Customer satisfaction is at the core of human experience, reflecting customers’ liking of a company’s business activities. A customer satisfaction survey is a great way to understand how your customer feels about your business and their customer journey, and to nail down exactly what new customers might like about your offering.

There are several reasons why measuring your audience’s views with a customer satisfaction survey can be beneficial to your brand.

Customers will leave if they don’t feel like their experience was worth it

Our recent 2022 Global Consumer Trends Report found that 62% of customers think brands need to care about them more. With 9.5% of your revenue at risk from customers walking after a bad experience, knowing how your customers feel is financially beneficial. Gathering feedback via a customer satisfaction survey means you can figure out how to care for customers – and to monitor changes in customer sentiment before small issues become real problems.

A satisfying customer experience is worth the money for your target audience

Our research also found that 60% of consumers would buy more if businesses treated them better . Measuring which interactions and experiences your customers value will help you to judge what they will pay more for.

Satisfied customers will spread the word

Americans will mention a positive experience to an average of nine people and a negative experience to an average of 16 . This can have a knock-on effect for your brand reputation. According to Nielsen , 84% of consumers they surveyed thought word-of-mouth was the most trustworthy recommendation type. With every experience potentially attracting or pushing away future customers that hear of you this way, it’s vital to monitor how your customers feel with a customer satisfaction survey.

Satisfaction is a great indicator of retention, loyalty, and likelihood to repurchase

High levels of satisfaction (with pleasurable experiences) are strong predictors of customer and client retention and product repurchase. Customer satisfaction data that answers why loyal customers or clients enjoyed their experience helps the company recreate these experiences in the future. Effective businesses focus on creating and reinforcing world-class experiences so that they retain existing customers and add new customers.

A well-timed customer satisfaction survey can help you hone your customer journey

Mapping your customer journey is an important step of understanding your customers’ interactions with your brand – and for building out your customer lifecycle. However, it’s not enough to just create your journey map. You need to know how your customers feel at each stage of their experience with your brand, from the first interaction to getting in touch with customer service representatives, to making a purchase. A customer satisfaction survey can put your finger on the pulse of customer sentiment and give you a great sense of where your journey needs updating maximum efficacy.

To understand how satisfied your customers are, you need to understand the key drivers behind their experiences. The best way of discovering not only how your customers feel, but what has caused them to feel the way they do is by creating customer satisfaction surveys.

However, customer satisfaction feedback can be nebulous. Giving your customers a framework for their feedback – such as likelihood to recommend with a scale of 0 – 10 – can help you contrast and compare answers over time, as well as develop insights and action across multiple relationships.

Choosing the type of customer satisfaction survey you wish to create will help you to develop a metric for measuring – and improving – your customer satisfaction.

There are a few ways you can measure customer experience through customer or client satisfaction surveys. The first question you need to answer is what metrics you want to use.

The most commonly used metrics are:

• Net Promoter Score (NPS) ® – Probably the most popular measure of customer affinity towards your company. Created and trademarked by Bain & Company, the net promoter system involves a quick survey that typically asks “How likely are you to recommend [company name] to a friend” with a Likert scale question from 0-10
• Customer Effort Score (CES)   – This metric measures how hard it was for a customer to be able to complete the task that prompted their interaction. This survey question could look like, “How easy was it to deal with our company today?” This survey and measurement system can be useful for post-interaction surveys with customer service or support teams
• Customer Satisfaction (CSAT) – This is a commonly used measure for product and services to rate how happy consumers are with what they purchased. The typical survey question to collect this feedback looks like, “How would you rate your overall satisfaction with the [goods/service] you received?” then offers a Likert scale question type between 1-5 with 5 being “highly satisfied” and 1 being “highly unsatisfied”

In this article, we will be focusing on customer satisfaction surveys (CSAT).

When building your customer satisfaction survey questions, the type of question you choose to ask can make a big difference to the insights you receive and your ability to improve the experience.

Here are the types and some sample customer satisfaction (CSAT) questions to help you decide which will get you the answers you’re looking for.

Likert scale questions

A Likert Scale question provides customers with options for their response from one extreme to another (i.e. satisfied to unsatisfied), with or without a neutral response.

For example, a five-point Likert scale question might look like this:

How satisfied are you with our service?

• Very satisfied
• Moderately satisfied
• Neither satisfied nor dissatisfied
• Moderately dissatisfied
• Very dissatisfied

An even Likert scale question removes the middle response to provide a binary choice.

These types of customer satisfaction survey questions are simple to understand and answer, and will provide you with quantifiable customer satisfaction data.

However, the real attitude of your customers can’t usually be deduced by just this type of question alone. Customers might have specific drivers that aren’t highlighted by this question, or they might feel reluctant to choose an “extreme” option, even if it is true for their experience.

Binary questions

Binary questions provide you with the quickest response to any feedback survey question. By asking a simple yes/no question (or its equivalent), you can get the general sense of whether customers’ needs have been met.

For example, you could ask:

Were you satisfied with your experience with us?

[Smiley face/Unhappy face]

Did you find what you were looking for today?

Again, this does not provide you with the full context of their answer.

Multiple choice questions

Multiple choice questions can enable you to find out more about customers and their experiences.

Which of our services was most useful for you today?

[Service A] [Service B] [Service C]

This type of question can be more leading for your customers, as you are providing the text answers for them to choose from. However, it can offer you more insight than a simple binary or Likert scale question.

Open-ended questions

This type of question allows your customer to provide a description in their own words of how satisfied they are with your products or services.

What could we have improved on today?

[Open text box]

Open-ended questions can give you a much more specific insight into a particular customer’s problems or highlights. However, they are also higher effort for your customers – which may put them off responding.

Get started with our free Customer Satisfaction Survey template

Adding additional questions can help you sort through and take action on your customer feedback — just remember that shorter is generally better when it comes to survey completion rate.

Usage frequency

Edit the usage frequency options below so that they are relevant to your industry or product. This helps you understand the user’s skill level with your product/service.

• Once a Month
• Every 2-3 Months
• 2-3 Times a Month

Product and usage survey questions

Product and usage survey questions can give you greater insight into how your customer base uses your products and services. Not only that, but you can learn more about how they feel about them as well. This can help inform not only how you approach customers, but also with your product development efforts. Incorporating customer feedback about your products, you know how to better meet their needs and improve their experience.

Product and usage survey questions you could ask include:

• How often do you use our products/services?
• Which key features of our products/our services are the most useful?
• How easy do you find our products/our services to use?
• Do our products/services provide value for money?
• Are there any features that you would like to see in our products/services?
• What problem are you trying to solve by using our products/our services?

Demographic Questions

Demographic questions can be helpful in understanding what audiences or customer segments you are excelling with or under serving. We recommend getting as much of this data from your customer database or CRM, instead of asking for it in a survey whenever possible. Below are some potential demographic questions you can add to your customer satisfaction survey.

• Employment Status
• Household Income
• Marital Status
• Children/dependents
• Location (zip code)
• Ethnic background

Psychographic survey questions

Unlike demographic survey questions, psychographic survey questions are more focused on psychological criteria. These questions can cover activities, interests and opinions, giving you a fuller picture of your customer profile. These questions can be open-ended, binary or multiple choice.

Psychographic questions might cover:

• Attitudes toward a certain product or service
• Religious beliefs
• Political affiliations
• Likes and dislikes towards certain topics
• Personal reasons behind purchases

Satisfaction category questions

This type of question helps you identify satisfaction key drivers and highlight the areas of a customer’s experience that are important, allowing you to align product and service priorities. Below are potential categories of drivers.

• Overall Quality
• Purchase Experience
• Installation/Onboarding
• Warranty/Repair Experience

Open text feedback question

This question allows customers to provide unsolicited open-text feedback and their response to your customer satisfaction survey and mention specific topics or experiences for your team to review.

Action/ follow-up questions

This is a simple question asking if it’s okay if a member of the team reaches out to the respondent to try and understand and resolve any pain points.

Properly constructed customer satisfaction surveys and questionnaires provide the insights that are the foundation for benchmarking customer happiness. Depending on what customer metrics you intend to use, it will determine what type of survey questions you need to ask your customers. Below are a few best practices:

• Ask for overall company rating first – This satisfaction survey question gives you great initial insight and allows you to compare to industry and internal benchmarks over time.
• Allow for open text feedback – Open text questions allow you to collect open-ended responses from your respondents. You can gain more detail about your customer’s experiences and you might uncover new insights you didn’t expect.
• Optimize for mobile – Many consumers are now completing surveys on mobile devices or within mobile apps, so your survey must be optimized for mobile devices . If it is too complicated for a mobile respondent, survey participation will decrease.
• Ask double-barrel questions – These questions touch on more than one issue, but only allow for one response. They are confusing for the respondent, and you’ll get skewed data because you don’t know which question the respondent is answering.
• Make the survey too long – The majority of CSAT surveys should be less than 10 questions. People won’t finish long surveys.
• Use internal or industry jargon- Your customers must be able to clearly understand each question without hesitation and using internal or industry jargon is confusing to respondents.

Asking your customers about their experiences at any time might seem useful, but ideally you will link your customer satisfaction survey to specific points in the customer journey. Proper timing of customer satisfaction surveys depends on the type of product or service provided, the type and number of customers served, the longevity and frequency of customer/supplier interactions, and the intended use of the results.

Nevertheless, timing when to send a customer satisfaction survey is extremely important no matter the circumstances.

Best practices include:

• Asking for responses shortly after the customer journey touchpoint has occurred: The experience should be fresh in your respondent’s mind so you get the most honest answers and gain insights that are accurate.
• Use multiple channels to give customers options they’ll prefer: You can solicit feedback face-to-face when they leave your store, email, online survey, phone, or within your mobile app.
• Avoid survey fatigue: Don’t quiz the same customers again and again throughout all the points of their journey – figure out when delivering a survey will give you the most useful insights.
• Take action once you have customer satisfaction data: There’s no use learning that part of your journey puts off your customers and then leaving the problem to fester. Take action to make changes once you know what experiences make customers feel less satisfied.

Delivering customer satisfaction surveys at the right points in the journey

Let’s look at an example of a customer journey from the airline industry. A customer satisfaction survey can be sent at every touchpoint in the process.

• After the customer books their flight – Feedback after the initial purchase is important because you want to understand if the person was satisfied with their checkout or purchase experience. Send an email with a link to an online survey after the customer purchases their flight to find out how satisfied they were with the booking process. Consumers want easy transactions, so look for ease-of-use in your data.
• After the actual flight – Post-purchase evaluations reflect the satisfaction of the individual customer at the time of product or service delivery (or shortly thereafter). This can be a transactional NPS or customer satisfaction survey and sent by email.
• After a customer service encounter- If the customer initiates contact with a customer service representative, a customer effort score (CES) survey should be sent immediately after the issue was resolved. For airlines, this could be a call to change a flight date or report lost baggage. The goal is to see how much effort it took to resolve the issue.
• Six months after the flight – To measure the long-term customer loyalty, relational NPS or CSAT surveys can be sent months after the transaction occurred to see if your customers are still loyal to your brand.
• In-app mobile feedback – You can request customer feedback on the mobile app or customer experience through a feedback tab in the app. Getting mobile app feedback is important — only your customers can tell you what will make them more satisfied with their experience.

Measuring customer satisfaction is important but what you do with the data is essential. If your customers take the time to fill out a survey, it’s important they know you’re serious about improving their experience.

• Close the loop – Respond quickly after receiving negative feedback from your customers. This is a chance to keep your customer loyal. 70 percent of consumers said they would be more likely to do business with an organization again if their complaint was handled well the first time.
• Analyze for trends – Understand what metrics you’re looking to improve and see if there are patterns on these specific items. For instance, if 30 percent of respondents say the customer service wait time was too long, you know you need to improve in that area.
• Company-wide effort- Every department must be on board to keep the customer satisfied. If customers complain about a product feature, the product department must be willing to receive the data and fix it. If customers complain about the service, customer service representatives need to understand how to fix the issues more effectively. Make sure the right people have the right visibility with role-based CX dashboards and analytics .

Do you want to go deeper into customer insights and create loyal and satisfied customers?

Though looking at customer satisfaction survey examples is helpful, we’ve gone one step further to create a customer satisfaction survey template to get you started.

Our prebuilt customer satisfaction survey template can be used in your customer experience management (CXM) to start properly measuring customer satisfaction. Keep in mind, all of these customer satisfaction surveys can be used today when you sign up for a FREE Qualtrics account .

Other Customer Feedback Resources:

• Customer Feedback – What to Collect and When
• Omni Channel Customer Feedback
• How to increase survey response rates

Related resources

Measuring customer satisfaction 22 min read, what is csat 8 min read, customer delight 18 min read, improving customer satisfaction 11 min read, customer satisfaction 16 min read.

Customer Journey

Customer Interactions 11 min read

Customer Service

Customer Service Experience 13 min read

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The Office (2005–2013): Season 5, Episode 7 - Business Trip - full transcript

David Wallace sends Michael on a business trip to Winnipeg to help him forget about Holly's transfer to Nashua, and Pam tells Jim that she failed a class and has to stay in New York City.

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The Office Script PDF Download: Plot, Scene, and Script Analysis

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T he Office script for the series pilot is the foundation for one of the most popular comedies ever made. However, there were several things in the pilot that didn’t connect with American audiences.

In this article, we’re going to break down The Office pilot script by looking at plot, scene choice and characters. Ultimately, we’re going to see how The Office became a blueprint for the modern sitcom.

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The Office Script - Pilot

Click to view and download the entire The Office script PDF below.

Click above to read and download the entire The Office script PDF

WHO WROTE THE OFfice SCRIPT?

Ricky gervais and stephen merchant , adapted for american audiences by greg daniels.

Ricky Gervais is a jack-of-all trades comedian who has worked as a writer, director, actor, and producer in both film and TV. In addition to working on famous projects like Extras and Derek , Gervais has hosted a variety of Awards shows with his dry humor and comedy.

Stephen Merchant is a renowned writer and actor who has also worked as a director and stand-up comedian. Some of his most iconic works include: acting in Portal 2 , Logan and Jojo Rabbit and co-creating Hello Ladies .

STORY BREAKDOWN

Structure of the office screenplay.

The “boss” of The Office Michael Scott is interviewing a prospective job seeker. Although the unnamed man failed his fork-lyft driver’s test, Michael recommends that the warehouse hire him anyways.

Inciting Incident

A camera crew is following Scott around the office and interviewing employees for unknown reasons. Corporate boss, Jan Tarnovsky-Gould, notifies Scott that his branch may be consolidated if he can’t prove its worth.

Plot Point One

Two younger office employees, Jim Halpert and Pam Beesly, flirt with one another and lament about the ridiculousness of their jobs.

Rising Action

Rumors spread around the office that the Scranton branch may be downsized by corporate. Meanwhile, Scott is introduced to Ryan, a new employee from a temp-agency. 

Scott organizes a meeting to talk about the potential downsizing where he assures everybody that he will do anything to keep that from happening. 

Plot Point Two

Jim and his “desk buddy,” Dwight Schrute, compete against one another in a series of practical jokes and office pranks.  

Jim asks Pam to go out for drinks with the rest of the office. Scott tells Ryan that the office has fun by pranking each other.

To demonstrate how fun the work environment is, Scott calls Pam into his office and pretends to fire her. However this quickly backfires and Pam nearly has a nervous breakdown.

Pam’s boyfriend Roy tells her that she can’t go out for drinks with Jim. Despite all the turmoil, Scott says that what he truly loves about his job is the people.

Denouement 

Jim stays at the office to comfort Pam who is crying in the bathroom. Even after she leaves, Jim stays and plays games on his computer.

The Office Script Takeaway #1

The office  —  p lot .

The Office Script • Inciting Incident

So why does the inciting incident work here? Well it starts by understanding the fundamental structure of plot. Every story needs conflict and every pilot should use the inciting incident to convey the overarching conflict. In this case, the overarching conflict is that the Scranton branch will downsize if Michael isn’t able to prove its worth.

The Office Pilot • Inciting Incident

Because The Office pilot script has a great inciting incident, we’re able to clearly understand what the major conflict is and where the story-arc has to go moving forward.

The Office Script Takeaway #2

The office — establishing characters.

A pilot will only go as far as its characters bring us. If we don’t care about the characters, then there’s little reason to want to move forward with the series. One reason why The Office keeps us hooked is because it does a good job of establishing supporting characters. 

In this next scene, we see a strong supporting plot line; the budding romance between two likable characters, Jim and Pam.

The Office • Jim and Pam Flirt

The scene starts off coy enough with Pam playing with Jim’s hair. The two seem to be mutually interested in one another, and seeing as most of the other characters in the office are insane, it’s hard to root against their solace in one another.

Jim and Pam • Love at First Sight

Of course nothing is as easy as it seems though. Pam’s boyfriend Roy shows up and complicates the flirting. This dynamic creates tension and conflict in the supporting story-line as well.

The Office Script Takeaway #3

The office — what it could have been.

Fans of The Office may be surprised to read the series’ pilot. Over the many years of the show’s run, the jokes grew tamer and the comedy lightened in severity.

This next scene is a great example where a joke didn’t land, which subsequently led to the writer’s changing Michael Scott’s character.

The Office •  A Bad Joke

The Office pilot establishes Scott as a thoroughly dislikable guy. This is largely because he thinks that he’s cooler, smarter and funnier than he really is. One area where Scott proves this point is when he introduces the prospective job-seeker to Pam by saying, “At one time or another everybody in the office has sprayed on Pam.”

This joke fails because it makes us dislike Scott.

It’s awfully hard to have prolonged success with a protagonist who repels a lot of the audience. However, if the tone of the show were shifted to drama over comedy, then it could work. But to make light of the joke that “everybody’s sprayed on Pam” and have audiences find it funny is a terribly difficult task.

Why The Office changed Michael Scott

That’s one reason why Greg Daniels and the writing team for The Office changed Michael Scott’s character after season one of the show. What had worked in Gervais’ and Merchant’s version of the show simply wasn’t working in the U.S.

As such, Scott transformed from a character that pushes everyone away to one that invites everybody in. This change also helped The Office to find the humorous, absurdist tone it’s become so synonymous with.

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The Office script for the series pilot is the foundation for one of the most popular comedies ever made. If you want to read more great scripts, we have Seinfeld ,  Stranger Things and  Rick and Morty   in our   screenplay database .   Great screenwriters read lots of scripts. Get started today!

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Customer Service Scripts: 20 Easy-To-Use Templates For Your Support Team

Updated: December 28, 2023

Published: April 19, 2023

Support reps use customer service scripts in the same way that actors use scripts for movies.

Similar to canned responses , scripts provide guidance. They structure the flow of the conversation, and they tell agents what to say and when to say it.

Customer service scripts can be extremely useful as long as there's room for reps to adapt based on the circumstances.

Learn more about how to use scripts for customer service, and check out some examples.

Table of Contents

What are customer service scripts?

Benefits of customer service scripts, customer service script samples.

Customer service scripts, also referred to as call center scripts, help guide agents through customer calls from start to finish. They outline what to say, where to direct customers, and how to respond to different support scenarios.

Scripts help to streamline customer service interactions and to reduce errors in communication. 

Let's explore some other benefits of using call scripts for customer service.

Consistent Customer Service Communications

Improved workflows and quicker response times, easy-to-use training template for new agents.

45 Customer Service Scripting Templates

45 templates to help you determine your customer service responses.

• Live Chat Support Script Templates
• Phone Support Script Templates
• Social Media Support Script Templates
• Email Support Script Templates

You're all set!

Click this link to access this resource at any time.

Scripts allow all agents to follow the same guidelines for customer communications. This means that all support experiences are uniform and accurate.

Your agents are more efficient when using a script. These talking points take the guesswork out of customer interactions which leads to faster resolutions.

Customer service scripts make it easier to onboard new agents. They can quickly reference the templates as they get up to speed on how different types of conversations should go.

Drawbacks of Using Customer Service Scripts

The major downside of using customer service scripts is lack of flexibility. Scripts are great, but they don't account for deviations during the conversation.

Here are some of the other drawbacks of sticking to the script:

• Agents may sound robotic or lack empathy for unique customer situations.
• Interactions are limited, so the customer experience isn't personalized.
• Reps don't feel empowered to go off-script to satisfy customer needs.

Still, customer service scripts can provide value if you use them in the right way.

We've compiled 20 customer service script examples that agents can use in a variety of scenarios — from starting the conversation to diffusing an angry customer.

Take a look at the full list below.

Greeting New Customers

• Follow up: Sure, I can help you with that. I just need your [Account Details], and we can get started.
• Follow up: Great, nice to meet you [Customer Name]. What can I do for you today?

Greeting Existing or Returning Customers

• Follow up: OK, let's get started. I have your account information pulled up. Can you please verify your order number/[Other Account Detail]?
• Follow up: OK, let's pick up where we left off during our last conversation.

Problem-Solving

Troubleshooting common issues.

• Follow up: Thank you. Before we continue, are there any steps you've already taken to try and resolve this?
• Follow up: Thanks for the additional information. I'll help you fix this as quickly as possible. First, try to [First Troubleshooting Step].

Sharing Helpful Resources

• Follow up: To navigate to our knowledge base, type [URL] into your browser. Then, [Follow These Steps] to find [Resource].
• Follow up: Sounds like a plan. Can you please confirm the email address we have on file?

Holds and Transfers

Putting a customer on hold.

• Follow up: Thank you for holding. I was able to access your account. I see [Issue] in our system, and I have a few steps we can try to fix it.
• Follow up: Thanks for your patience. I confirmed [Requested Information]. Is there anything else I can help you with today?

Transferring a Customer to Another Agent

• Follow up: It was great speaking with you. I'll go ahead and transfer you to [First Name] to get this resolved.
• Follow up: [Explain Transfer Details] — e.g., You'll be placed on a brief hold, and then you'll be connected with [First Name] from [Department].

Angry Customers

Apologizing for a mistake.

• Follow up: Can you please confirm [Account Details], so I can take a look on my end?
• Follow up: Here's what we can do for you: [Solution, Incentive, etc.]

Diffusing the Situation

• Follow up: It sounds like your issue is [Recap of Issue]. Here's how I'm going to solve that for you: [List of Specific Next Steps].
• Follow up: For starters, let's fix the problem. Then, I'd like to talk about what else we can offer you to show our appreciation.

Conclusions

Following up on unresolved issues.

• Follow up: Thanks again for your time, and enjoy the rest of your day.
• Follow up: Thank you for reaching out to [Company]. Have a great day.

Ending a Successful Conversation

• I'm so glad we were able to resolve your issue. If there's anything else we can do to help, we're here [Days/Hours]. Enjoy the rest of your day.
• Thanks so much for reaching out to us today. It was great speaking with you. Please don't hesitate to contact us if you need additional assistance. Have a great day.

The Bottom Line

Customer service scripts are helpful tools that support teams can use to streamline customer interactions. Just remember to give your agents the freedom to meet customers where they are — and in the moment.

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Retell AI lets companies build ‘voice agents’ to answer phone calls

Call centers are embracing automation. There’s debate as to whether that’s a good thing , but it’s happening — and quite possibly accelerating.

According to research firm TechSci Research , the global market for contact center AI could grow to nearly $3 billion in 2028, from $2.4 billion in 2022. Meanwhile, a recent survey found that around half of contact centers plan to adopt some form of AI in the next year .

The motivation is rather obvious: Call centers are looking to reduce costs while scaling up their operations.

“Companies with heavy call center operations, looking to scale quickly without the constraints of human contact center agents, are highly receptive to adopting effective AI voice agent solutions,” entrepreneur Evie Wang told TechCrunch. “This approach not only reduces their overall costs but also decreases wait times.”

Wang is one of the co-founders of Retell AI , which provides a platform companies can use to create AI-powered “voice agents” that answer customer phone calls and perform basic tasks such as scheduling appointments. Retell’s agents are powered by a combination of large language models (LLMs) fine-tuned for customer service use cases and a speech model that gives voice to text generated by the LLMs.

Retell’s customers include some contact center operators but also small- and medium-sized businesses that regularly deal with high call volumes, like telehealth company Ro. They can build voice agents using the platform’s low-code tooling, or they can upload a custom LLM (e.g. an open model like Meta’s Llama 3 ) to further tailor the experience.

“We invest a lot in the voice conversation experience, as we see that as the most critical aspect of the AI voice agent experience,” Wang said. “We don’t view AI voice agents as mere toys that one can create with a few lines of prompts, but rather as tools that can offer substantial value to businesses and replace complex workflows.”

Retell worked well enough in my brief testing, at least on the call-facing side.

I arranged a call with a Retell bot using the demo form on Retell’s website. The bot walked me through the process of scheduling a hypothetical dentist’s appointment, asking questions like my preferred date and time, phone number and so on.

I can’t say the bot’s synthetic voice was the best I’ve heard in terms of realism — certainly not on par with Eleven Labs or OpenAI’s text-to-speech API . (Update: Wang tells me Retell’s using a custom ElevenLabs voice, which might explain the lower quality.) Wang, in Retell’s defense, said that the team’s been mostly focused on reducing latency and handling edge cases, like interruptions that might occur in a conversation.

The latency is low: In my test, the bot responded pretty much without hesitation to my answers and follow-up questions. And it stuck to its script. Try as I might, I couldn’t confuse it or prompt it to behave in a way it shouldn’t. (When I asked the bot about my dental records, it insisted that I speak with the office manager.)

So are platforms like Retell the future of call centers?

Maybe. For basic tasks like appointment scheduling, automation makes a lot of sense, which is probably why both startups and big tech firms alike offer solutions that compete head-on with Retell’s. (See Parloa , PolyAI , Google Cloud’s Contact Center AI , etc.)

It’s low-hanging — and seemingly revenue-generating — fruit. Retell claims to have hundreds of customers, all of which are paying per minute of voice agent conversation. Retell has raised a total of $4.53 million in capital to date, courtesy of backers including Y Combinator (where the company was incubated).

But the jury’s out on more-complicated queries, particularly given LLMs’ tendency to make up facts and go off the rails even with safeguards in place.

As Retell’s ambitions grow, I’m curious to see how the company navigates the many well-established technical challenges in the space. Wang, at least, seems confident in Retell’s approach.

“With the advent of LLMs and recent breakthroughs in speech synthesis, conversational AI is getting good enough to create really exciting use cases,” Wang said. “For example, with sub-one-second latency and the ability to interrupt the AI, we’ve observed users speaking in fuller sentences and conversing as they would with another person. We’re trying to make it easy for developers to build, test, deploy and monitor AI voice agents, ultimately to help them achieve production readiness.”

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Box Office: Ryan Gosling’s ‘The Fall Guy’ Lands $10.4 Million Opening Day

By J. Kim Murphy

J. Kim Murphy

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The summer box office isn’t exactly starting with a bang. Universal’s action-romance “ The Fall Guy ,” starring Ryan Gosling as a Hollywood stuntman courting a rising director played by Emily Blunt, earned $10.4 million from 4,002 locations on its opening day, a figure that includes $3 million and change from preview screenings. The feature is now projecting a three-day opening of $28 million, which would leave it short of industry projections that had forecast a debut in the low-to-mid 30’s.

Popular on Variety

Based on the ’80s TV series of the same name, “The Fall Guy” stars Gosling as a stuntman who helps his director and previous fling, played by Blunt, to investigate a conspiracy involving the disappearance of a movie star (Aaron Taylor-Johnson). The cast also includes Hannah Waddingham, Winston Duke, Stephanie Hsu and Teresa Palmer.

Also opening this weekend, Sony is releasing the horror play “Tarot” in 3,104 locations. The Screen Gems film earned $2.5 million across Friday and preview screenings and is looking at a fourth-place finish. With a PG-13 rating and $8 million production budget, “Tarot” is scoring well enough with younger audiences, even with terrible reviews and a “C-” grade on Cinema Score.

And America stills loves Gungans and droids, with Disney’s 25th anniversary re-release of “Star Wars: Episode I — The Phantom Menace” looking at a third-place finish for the weekend after earning $2.4 million on Friday from 2,700 locations. Today is “Star Wars” day, by the way, so may the fourth be with you. The prequel is outdoing the re-release of “Return of the Jedi” a year ago, which earned $4.6 million in its first three-day frame.

In second place, Amazon MGM’s “Challengers” is seeing a solid hold in its sophomore outing. The love-triangle tennis drama saw $2.5 million on Friday, down 59% from its opening day. The Zendaya film will likely surpass a $30 million domestic total through Sunday.

And fifth place should go to Legendary Entertainment’s “Godzilla x Kong: The New Empire,” still chugging along in its sixth weekend of release. The Warner Bros. release is looking at another $4.2 million for the frame, pushing its domestic total to an impressive $187 million. It will likely end up above Universal’s “Kung Fu Panda 4” to become the second-highest grossing North American release of the year.

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