Scripting For Customer Service Staff
When working with customers it is important to remember that words are very powerful. Using the wrong words can very quickly change the situation and the customer’s perception of the service your organisation provides.
As an example, saying the words ‘do you mind?’ often results in a ‘no’ answer from the customer. Powerful words to use instead include ‘Can I? May I? Please provide… Let me…’ These expressions result in a ‘yes’ answer. This small distinction can make the difference between a sale and a complaint.
If your customer service staff members have to use particular language to promote the products and services your business offers, we can assist with the design of the specific wording to deliver the most effective message to your customers.
Scripting is a flexible tool that is used to support your customer service contact people with peices of conversation that can be used at any time – it is not to script their every word. It is essential that every conversation remain natural and never sound like it is being read from a script.
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