A well-crafted customer service script is the protocol a call center agent follows during phone and chat interactions, outlining dialogue and actions for quick and efficient handling of each interaction while leaving room for personal touch. It serves as a framework, not a hard-and-fast set of rules that must be followed at all costs. A good script includes elements such as warm greetings, customer identification, active listening, empathy statements, solution offering, polite closing, and specific examples tailored to common issues like billing, technical issues, and account management. Scripts can be repurposed or combined to fit individual needs, with the goal of creating a positive experience for customers and improving overall satisfaction.