Customer Service

Scripts & templates

Helpful starting points for common phone calls and emails. Adapt them to sound like you — warm, clear and professional.

Phone scripts

Answering a call

“Good morning, thank you for calling Nexus Group, this is [your name]. How can I help you today?”

Putting a caller on hold

“I can help with that — do you mind if I put you on hold for a minute while I check? … Thank you for holding.”

Transferring a call

“I’m going to put you through to [team/name] who can help with this. If we get cut off, you can reach them on [number]. One moment please.”

Closing a call

“Is there anything else I can help you with today? … Thanks so much for calling, [name]. Have a great day.”

Email templates

Acknowledging an enquiry

Hi [name],

Thanks for getting in touch with Nexus Group. I’ve received your message about [topic] and I’m looking into it now.

I’ll get back to you by [time/day]. If you need anything in the meantime, just reply to this email.

Kind regards,
[Your name]
Nexus Group Customer Service

Responding to a complaint

Hi [name],

Thank you for letting us know about [issue]. I’m sorry this happened — I understand it’s frustrating, and I want to make it right.

Here’s what I’m doing: [action]. I expect to have this resolved by [time/day], and I’ll keep you updated.

Your reference number is [ref]. Please reply any time if you have questions.

Kind regards,
[Your name]
Nexus Group Customer Service

Tips: use the customer’s name, keep sentences short, avoid jargon, and always proofread before you send. For more email templates and a standard signature, see Templates.