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Stop Reading From The Script!

ShepHyken

It probably wasn’t an actual script, but it was an answer she was trained to use. She was probably just going through the motions with the troubleshooting exercise, not really paying attention to her customer. The post Stop Reading From The Script! What could she have done for her customer? Follow on Twitter: @Hyken.

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Master the Art of Language: How to Transform Other People’s Opinion of You

Beyond Philosophy

I wanted to start this week’s issue with this exercise because it denotes the importance of language and the words we use. That said, I am not an advocate of scripts in customer interactions. Scripted responses are noticeable to the point of being awkward at times. How did you do?

Scripts 195
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Go-To Scripts for 16 Tricky Customer Service Scenarios

Help Scout

Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios. Read the full article

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Should I Ever Hang Up on a Customer?

CSM Magazine

Role-playing exercises and scripts can guide them through a variety of tough scenarios. Stay Professional : Maintain a professional demeanor and use a script if available to ensure the message is conveyed correctly. However, the training also emphasizes setting boundaries.

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3 Tips to Achieve QA Intelligence with Your Speech Program

Provana

Since this manual exercise turns QA into an exhaustive and time-consuming routine, many businesses often end up reviewing only a 1% sampling of their calls for QA and compliance. If all categories are checked – i.e. script adherence, right-party contact, and self-identification – the agent’s QA score is 100%.

Scripts 98
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The 3 Essential Customer Service Skills (and How to Grow Them)

Toister Performance Solutions

Here's an exercise that can help. This exercise will help you identify some of those skills you naturally use. Do you tell your partner that you’ve included them in a customer service training exercise? Okay, that opening line was probably scripted.) One exercise that helps is the Thank You Letter challenge.

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The Critical Skills that All Customer-Facing Teams Must Have

Beyond Philosophy

In brief, we changed how we assessed and plotted the customer journey from beginning to end in our Journey Mapping exercise by including emotions in the mix. It is the same exercise with customers. However, on the subject of giving employee language that addresses a situation, I must share that I am not a fan of scripts.