The goal of a customer service script is to provide consistency when handling a large volume of inbound calls. However, it is also a strategy that many customers find unappealing. Even a person with no customer service experience can easily tell when a representative is reading from a script. They can spot monotone voices, corporate buzzwords or sudden lapses during the interaction and this can leave a bad taste. They might see the interaction as the business just ticking boxes on their to-do list rather than as an avenue to resolve any problems.
Of course, the reality is that businesses are not just dealing with one or two customers at a time. Customers can easily escalate to thousands with each of them calling about a different inquiry. Unless a business employs a large inbound call center team, it will be difficult to keep track of all the details while providing personalized support. Some level of positive scripting might be expected.
Positive Scripting for Inbound Calls
Positive scripting is designing a certain flow to the inbound call process that helps guide your customer towards a desired outcome. It is okay to utilize this in some parts of the call such as for providing fixed information like hours of operation, return policies or warranty details. Scripts may also be used if a call is being recorded for training purposes so long as this is communicated clearly to the customer.
If your business has a specific tagline as part of your corporate identity, then it is okay to include it as a partial script during the interaction as well.
Scripts are useful as a guide or template when it comes to calls and diagnosis. Your customer service representatives need to be able to adjust depending on the new information that is given throughout the call. They must adapt in order to deliver the best resolution possible. Thus, improvisation is a handy skill to have for the one answering the call.
Improvisation allows representatives to figure out the best approach to take with any customer they receive. It helps them adjust the tone of their voice or the words they use, making the call sound more natural and personal. However, improvisation needs empowerment.
As a leader, you need to give your representatives some level of control and creativity over their work. This gives them the initiative to go above and beyond what is expected when it comes to providing quality care without being restricted.
Investing in the Right Inbound Call Center Strategy
Customer service is ultimately about investing in the right people. It is about training them, empowering them and developing their full potential in order to deliver the highest level of service that keeps your customers coming back. It is why here at Anderson, we ensure you are involved in hiring your preferred agents and we give our best when it comes to their training.
So if you are in need of contact center solutions without breaking the bank, feel free to call us anytime. We will help you recruit and train the people most suited to help you reach success.