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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. The post Stop Reading From The Script! It was obvious that this rep was trained to tell the customer that when the problem couldn’t be solved over the phone to make an appointment to take the car to the dealer. What could she have done for her customer?

Scripts 435
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Scripted Success: Hire Call Center Agents Who Don’t Sound Like Robots

CCNG

My previous experience working with outbound sales agents proved invaluable: there were scripts to be followed, and the most successful agents were always those who could read a script and carry on a conversation without sounding like a robot. The candidate was asked to read the script aloud as they would to a customer.

Scripts 195
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How to Write an After-Call Survey Script

Fonolo

You might have a carefully crafted questionnaire or script for your after-call survey. Sample After-Call Survey Script. Use this handy sample script as a guide! The post How to Write an After-Call Survey Script first appeared on Fonolo. Introduce surveys by using the customer’s name. Still need help getting started?

Scripts 138
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Dealing With Angry Customers: Be Sincere When You Apologize

ShepHyken

It can seem as if you’re working off of a script, which is okay as long as the customer doesn’t get the sense that you’re working off of a script. . It’s okay, as long as you are aware and using that important phrase at the right times. Using it because you have nothing else to say can come off as insincere.

Scripts 394
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Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. But scripts have had a variety of issues. In some cases, legal requirements mandated that scripts be read verbatim, word for word. At the end of the day, perhaps the most important reason that scripts didn’t work was that the other party didn’t have a copy!

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Guest Post: Customer Service Telephone Skills – Master Your Art of Conversation with Clients

ShepHyken

First, ditch the scripts. If you’re a new customer support rep, your organization will certainly ask you to follow a script. Reading from a script makes you sound like a robot. By no means do they want to talk to someone who’s reading a script? Now, how can you achieve that? But guess what?

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Guest Post: How to Make a Company Culture Video That Wins Your Customers’ Hearts

ShepHyken

Your audience can perfectly distinguish a real interview from an actor reading scripted answers. The hiring process involves casting the right actors, rehearsing the script, and paying for their services. After reading so many praises about honesty, it may surprise you that I’m about to talk about your video’s script.

Scripts 385
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100 Pipeline Plays: The Modern Sales Playbook

Sell more with proven templates - Customize our winning email and script templates and add them to your workflows for more wins. Apply tested plays to your funnel - Use real-world scenarios, triggers, actions and expected results to improve your entire funnel.

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The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

How automating a customer service call isn’t as simple as using a script from a human interaction. You’ll learn: The internal stakeholders you need to involve and engage to make your conversational AI project a successful one. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.