6DuckLearn Skills

phone call scripts

Create standardised phone call scripts for customer service teams — covering call openings, greetings, and closures — with placeholders for personalisation. Trigger when setting up or refreshing your team's call language.

general Tags: curated, google-workspace, customer-service, templates, support

Attribution: Prepared by 6DuckLearn. Inspired by Google Workspace with Gemini Prompting Guide 101 (2025).

When to use this

You're a customer service manager at a retail store (or similar business) and you want every agent to start and end calls consistently — sounding professional and welcoming — while still being able to personalise the conversation with customer details. You need a script that can be printed, pasted into a wiki, or read from a screen during training.

What you'll get

A set of ready-to-use phone scripts covering: call opening (how agents introduce themselves), standard greeting language, and call closure (how to wrap up professionally) — with clearly marked placeholders for customer names and other details.

Prompt template

Use this in the Gemini app:

I am a [customer service manager]. Create standardised language for phone calls — templates for common call openings, greetings, and closures for a [retail store / business type]. Allow personalisation with customer details while ensuring consistency and professionalism.

Fill in the variables:

  • [customer service manager] — your role (e.g. "customer service manager", "head of support", "operations lead")
  • [retail store / business type] — your business context (e.g. "online fashion retailer", "SaaS helpdesk", "home appliance store", "B2B software company")

Customisation tips

  • Add your brand personality: "Our brand tone is warm and approachable — avoid formal language like 'Good day, how may I assist you'"
  • Specify the call types: "Create separate closures for resolved calls, unresolved calls, and calls that require a follow-up"
  • Add compliance language: "Include a standard call recording consent notice at the opening"
  • Request a table format: "Present the scripts in a two-column table: situation | script text"

Iteration suggestions

After Gemini responds:

  1. Embed scripts in training → use customer-service-training-guide to include these scripts in new hire onboarding material
  2. Add written equivalents → use customer-communication-templates to create matching email templates for the same scenarios
  3. Role-play with the scripts → paste a script into a Gemini conversation and ask it to play the customer to practice handling objections

Related skills in this workflow

Step Skill What it does
1 damaged-goods-empathetic-response Empathetic reply to damaged product complaint
2 resolution-alternatives-brainstorm Brainstorm alternative resolution options
3 faq-grounded-reply Generate reply grounded in FAQ document
4 customer-communication-templates Build apology, confirmation, and thank-you templates
5 → You are here phone-call-scripts Standardised call opening and closure scripts
6 customer-service-training-guide Communication best practices for new hires

Related skills

  • customer communication templates — Build three reusable customer communication templates — apology email, order confirmation, and loyalty thank-you note — in a single Gemini prompt. Trigger when standardising your team's written customer communications.
  • customer service training guide — Generate a customer communication best practices guide for new hire training — with separate sections for happy, neutral, and dissatisfied customer interactions. Trigger when onboarding new support agents or refreshing team standards.
  • damaged goods empathetic response — Draft an empathetic email response to a customer whose product arrived damaged — including acknowledgement of frustration and three resolution bullet points. Trigger when handling damaged goods complaints in Docs or Gmail.
  • faq grounded reply — Generate a customer reply in Gmail grounded in your @FAQ document, covering return policy and product certifications questions. Trigger when you need a fast, policy-accurate response to a specific customer query.
  • resolution alternatives brainstorm — Brainstorm 10 alternative resolutions to a customer complaint when the requested fix (e.g. expedited shipping) is not available. Trigger when you need creative options beyond your standard policy to de-escalate a frustrated customer.
  • gemini customer service templates — Handle customer complaints empathetically, build FAQ-grounded replies, create standardized service templates, and design phone scripts