Effortless Customer Flow Call Scripting

Engage Acknowledge the emotion/situation and personalize the conversation

 Thank you for calling homedepot.com, my name is _________. Whom do I have the
pleasure of speaking with today?

 Hi, ______ how can I help you today?

 I’d be happy to help you with that. I can understand <acknowledge the
emotion/situation>.
 Thank you for getting me up speed about <specific to situation>.
 Ok, I can help! Give me a moment to take a look at your <specific to situation> to
know what we need to do next.

Get to Root Cause Figure out what happened prior to the customer calling us.
 Tell me a little more about the project you are working on…
 So, what you need is…
 Do you have an internet number or any other details about the item you are looking for?
 Tell me a little more about…

Problem Solve Explain why solution is the best option for the customer.
 You mentioned that…
 So, here’s what we should do…
 This will help by…

Gain Commitment Share information, recap, confirm & appreciate

 Today we were able to… <recap of resolution>.

 Is there anything else I can assist you with? At The Home Depot, we really value your
feedback so, please remain on the line for our quick survey and enjoy the rest of your
day.

 Is there anything else I can assist you with? Thank you for being the best part of The
Home Depot. Please remain on the line for our quick survey and enjoy the rest of your
day.

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 Opening, Hold/Transfer, Closing Call Scripting
Call Opening Script
 Thank you for calling homedepot.com, my name is _________. Whom do I have the
pleasure of speaking with today? Hi, ______ how can I help you today?

Hold Script
Placing on Hold:
 Is it okay if I place you on a brief 2 minute hold?... Thank you. I'll be right back with you.

Returning from Hold:

 Thank you very much for holding, I appreciate your patience, ________.

Transfer Script
Cold Transfer:
 I will now be transferring your call over to ________. Is there anything else I can do for
you before I transfer your call?... Thank you for calling The Home Depot, please remain
on the line and have a great day.

Warm Transfer:
 Hi ______, thank you very much for holding. I’ve got <associate’s name> on the line
from our <department name> who will be further assisting you.

Ghost Call Script

 I apologize. I am unable to hear you at this time. You have reached The Home Depot.
Please contact us again at your convenience. Our telephone number is 1-800-466-3337.
I am going to disconnect the call now. Thank you for calling The Home Depot.

Down Script
 I apologize for any inconvenience, however at this time we are experiencing some
system issues. We would appreciate if you could please give us a call back in the next
couple of hours. Thank you so much for your understanding and patience.

Outbound Call Script

 Hi, my name is _______ calling from homedepot.com on a recorded line. I have a
customer on my back line who’s calling in regarding <specify inquiry/issue>.

Closing Call Script

 Is there anything else I can assist you with? At The Home Depot, we really value your
feedback so, please remain on the line for our quick survey and enjoy the rest of your
day.
 Is there anything else I can assist you with? Thank you for being the best part of The
Home Depot. Please remain on the line for our quick survey and enjoy the rest of your
day.