Before you can rehearse a memory, it is vital that you have a good script from which to read! People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! MORE
If a customer service manager can easily use a drop-down toolkit to write scripts and create action items there is a greater chance for it to perform better. MORE
Don’t use robotic scripts, but in-depth guidelines that allow staff to interact at a personal level while staying true to company requirements. It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can. MORE
The inContact platform has been great for us because of the ability to script, route and make complex decisions, in call. Customer Story: Clearlink Maximizes Service Levels with inContact. MORE
how the newly designed NLU scripting language makes your chatbots much more artificially intelligent about understanding natural language. MORE
Rule #2: Don’t start by training people on specific service skills, scripts and procedures. But highly scripted employees are often less able to be imaginative or empathetic about a customer’s true needs. MORE
Image courtesy of Of Shadows and Light Your frontline staff is the window to the soul of your organization. Have you ever thought of them in that manner? They truly are that window. MORE
With our modern need for quick and efficient customer service, call scripts are essential tools for contact center agents. However, as service cases vary in nature and customers continue to seek a human touch, agents must remain spontaneous and be able to adapt the use of call scripts to each individual situation. Here are seven mistakes to avoid with call scripts in order to provide excellent customer service. Not including agents when creating scripts. MORE
My Comment: I hate when I’m calling a customer support center for help and the apology for my “inconvenience” is scripted and insincere. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. MORE
There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary. MORE
Many companies organize customer support by tiers and provide agents with a script to handle contacts. But going off scripts can be the difference between great experience and bad service. Scripted customer service often leads to frustration for customers, who have to repeatedly describe their problem […]. This arrangement is terrible for customers, and it’s bad for agents. MORE
In between this time, they answer the same calls, follow the same script, and receive the same complaints. By: Sean Hawkins As customer service professionals, we can all sympathize with the monotonous routine of call center agents. MORE
Image courtesy of hattie.burgher I originally wrote today's post for Intradiem.It appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. MORE
They must follow a script that requires them to ask for an account number or some other information. Humanity in customer service is getting rare. We shop online without ever interacting with a person. MORE
Millennials don’t respond well to stiff, scripted customer service. As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. MORE
Scripts. It’s wise to develop some basic scripts or outlines that can guide agents through customer conversations if and when a breaking news event occurs. MORE
Moreover, some companies have minimized the focus on care and maximized the focus on scripts and metrics — not great for people skills. Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. MORE
When was the last time you sat through a cold call? Probably was a very, very, very long time ago. With today’s advanced customer expectations, you will be lucky to even get someone to answer their phone. MORE
Get rid of scripts and let your employees be themselves. True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”. MORE
Run your signage, phone scripts, emails, and other standard communication elements through the questions above. At the core of all customer experience is communication. MORE
If a customer service manager can easily use a drop-down toolkit to write scripts and create chatbots there is a greater chance for it to perform better. This was the buzz at the 2017 ICMI Contact Center Expo. At least it was my version of it. MORE
They used identical scripts, but the stakes were higher for some participants than others. It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”. MORE
In this clip, the customer service representative is simply reading from the same script over and over and delivering the same generic response to each person that is calling in with a complaint. Looking for a guide to build your customer care training session off of? MORE
Science is the script. Art is going beyond the script and being human; it’s how you treat people. Perhaps we need the script simply as a guideline, but we allow employees to go beyond the script and do what’s right for the customer in the moment. MORE
I love designing inContact email, scripting, and other solutions for our teams. Zebra-brand printers are used by more than 90 percent of Fortune 500 companies, which means Zebra Customer Support has an important role in delivering amazing customer experiences. MORE
Was the agent that took your call engaging or reading from a script? MORE
The collection of this data allows for a systematic approach to the management of customer service from training agents, to the design of scripts for calls, to the overall resources needed to handle call volumes. Are you measuring customer experience? MORE
Have a short mock-call with an excerpt from a script in the first interview. Present the prospect with a short script and include two objections and scripted responses. During the first read through mock call, present the objections in order that they are on the script. It is surprising how many call centers will hire someone without a script reading of any sort. MORE
In other words, there isn’t a script. Customer Experience. I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference. The conference was everything about CRM (customer relationship management). MORE
With inContact, I can setup a new brand’s campaign, skills, and points of contact while building out new IVR scripting – all without involving professional services,” Borah says. The fashion world constantly needs shaking up, and TechStyle is doing exactly that. MORE
The project was designed to use the same data collection method with the same survey script for both contact centers. Everybody’s talking about it. Many boast about their escapades and their appeal. Some of it is rumor, hearsay, and hush hush. MORE
Have a short mock-call with an excerpt from a script in the first interview. Present the prospect with a short script and include two objections and scripted responses. During the first read through mock call, present the objections in order that they are on the script. It is surprising how many call centers will hire someone without a script reading of any sort. MORE
They know, for instance, if the representative they’re speaking with on the phone is just reading from a script or repeating a routine they’ve already performed 100 times that day. This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. Shep Hyken. You’re doing all the right things. MORE
And you can’t script Empathy and have it felt as genuine. You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. MORE
If it has a search engine, which most do, focus on putting in the correct keywords to get the script or article that you need to solve the customer’s problem. Call centers get a bad rap for being stress inducing, soul sucking, and just plain dreadful places to work. MORE
Scripted jokes don’t go as well as natural and genuine banter that lets personalities shine. When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. MORE
You will undoubtedly interview agents who are looking for more of a paper pusher type role and would rather operate within a very strict set of policies or even read from a script. This article was originally published on CustomerThink in my monthly advisor column on March 9, 2017. MORE
Show them that it''s important to always be listening and be prepared to respond in the way the customer needs you to respond, not in the way a script tells you to respond. Image courtesy of FORMULa_24 I originally wrote today''s post for Intradiem. MORE
Using too many scripted pre-defined replies can take away the personal touches from a conversation, businesses should use the replies to assist representatives with speed and accuracy but still give them the freedom to add sincerity. MORE
Customer Service Patterns and Scripts. In customer service, we don’t have scales and licks, but we do have language and scripts. However, scripts should never be a crutch or the complete solution, only a base upon which to build skillful, sincere communication. MORE
They used identical scripts, but the stakes were higher for some participants than others. It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”. MORE
Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” today’s customer-centric world, support should still carry […]. Communication Customer Experience Customer Service MORE
Lose the script While that seems like a solution that contradicts simplicity, it really can be the root of all evil. If employees stick to the script, they may not really be listening to what customers are saying. MORE
Scripts Related Topics 
Win the Customer
OCTOBER 5, 2015
Many companies organize customer support by tiers and provide agents with a script to handle contacts. But going off scripts can be the difference between great experience and bad service. Scripted customer service often leads to frustration for customers, who have to repeatedly describe their problem […]. This arrangement is terrible for customers, and it’s bad for agents.
Teresa Allen
JUNE 7, 2017
There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary.
ShepHyken
AUGUST 12, 2016
Customer Service Patterns and Scripts. In customer service, we don’t have scales and licks, but we do have language and scripts. However, scripts should never be a crutch or the complete solution, only a base upon which to build skillful, sincere communication.
Convoso
AUGUST 1, 2017
When was the last time you sat through a cold call? Probably was a very, very, very long time ago. With today’s advanced customer expectations, you will be lucky to even get someone to answer their phone.
VocalCom
JUNE 5, 2017
With our modern need for quick and efficient customer service, call scripts are essential tools for contact center agents. However, as service cases vary in nature and customers continue to seek a human touch, agents must remain spontaneous and be able to adapt the use of call scripts to each individual situation. Here are seven mistakes to avoid with call scripts in order to provide excellent customer service. Not including agents when creating scripts.
eGain
MARCH 3, 2015
The collection of this data allows for a systematic approach to the management of customer service from training agents, to the design of scripts for calls, to the overall resources needed to handle call volumes. Are you measuring customer experience?
Myra Golden Media
SEPTEMBER 8, 2017
Get rid of scripts and let your employees be themselves. True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”.
CX Journey
NOVEMBER 14, 2014
Science is the script. Art is going beyond the script and being human; it’s how you treat people. Perhaps we need the script simply as a guideline, but we allow employees to go beyond the script and do what’s right for the customer in the moment.
Fonolo
AUGUST 22, 2017
If it has a search engine, which most do, focus on putting in the correct keywords to get the script or article that you need to solve the customer’s problem. Call centers get a bad rap for being stress inducing, soul sucking, and just plain dreadful places to work.
Customers That Stick
SEPTEMBER 15, 2014
Run your signage, phone scripts, emails, and other standard communication elements through the questions above. At the core of all customer experience is communication.
Toister Performance Solutions
SEPTEMBER 5, 2017
They must follow a script that requires them to ask for an account number or some other information. Humanity in customer service is getting rare. We shop online without ever interacting with a person.
The Center for Client Retention
AUGUST 8, 2017
In this clip, the customer service representative is simply reading from the same script over and over and delivering the same generic response to each person that is calling in with a complaint. Looking for a guide to build your customer care training session off of?
Call Center Weekly
JULY 21, 2017
In between this time, they answer the same calls, follow the same script, and receive the same complaints. By: Sean Hawkins As customer service professionals, we can all sympathize with the monotonous routine of call center agents.
inContact
JANUARY 31, 2017
I love designing inContact email, scripting, and other solutions for our teams. Zebra-brand printers are used by more than 90 percent of Fortune 500 companies, which means Zebra Customer Support has an important role in delivering amazing customer experiences.
Aspect
JUNE 26, 2017
how the newly designed NLU scripting language makes your chatbots much more artificially intelligent about understanding natural language.
CX Journey
OCTOBER 20, 2015
Lose the script While that seems like a solution that contradicts simplicity, it really can be the root of all evil. If employees stick to the script, they may not really be listening to what customers are saying.
Customers That Stick
OCTOBER 2, 2014
Moreover, some companies have minimized the focus on care and maximized the focus on scripts and metrics — not great for people skills. Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact.
ShepHyken
FEBRUARY 24, 2017
Scripts. It’s wise to develop some basic scripts or outlines that can guide agents through customer conversations if and when a breaking news event occurs.
inContact
DECEMBER 8, 2016
Millennials don’t respond well to stiff, scripted customer service. As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience.
Win the Customer
OCTOBER 5, 2016
Don’t use robotic scripts, but in-depth guidelines that allow staff to interact at a personal level while staying true to company requirements. It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can.
CX Journey
NOVEMBER 3, 2015
Image courtesy of hattie.burgher I originally wrote today's post for Intradiem.It appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan.
Beyond Philosophy
MARCH 13, 2017
Scripted jokes don’t go as well as natural and genuine banter that lets personalities shine. When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation.
ShepHyken
JUNE 22, 2016
In other words, there isn’t a script. Customer Experience. I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference. The conference was everything about CRM (customer relationship management).
CX Journey
APRIL 7, 2016
Rule #2: Don’t start by training people on specific service skills, scripts and procedures. But highly scripted employees are often less able to be imaginative or empathetic about a customer’s true needs.
inContact
APRIL 5, 2017
With inContact, I can setup a new brand’s campaign, skills, and points of contact while building out new IVR scripting – all without involving professional services,” Borah says. The fashion world constantly needs shaking up, and TechStyle is doing exactly that.
Beyond Philosophy
MARCH 29, 2016
They used identical scripts, but the stakes were higher for some participants than others. It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.
Customer Relationship Metrics
JANUARY 11, 2017
The project was designed to use the same data collection method with the same survey script for both contact centers. Everybody’s talking about it. Many boast about their escapades and their appeal. Some of it is rumor, hearsay, and hush hush.
ShepHyken
MARCH 20, 2017
My Comment: I hate when I’m calling a customer support center for help and the apology for my “inconvenience” is scripted and insincere. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.
CX Journey
DECEMBER 29, 2015
Image courtesy of Of Shadows and Light Your frontline staff is the window to the soul of your organization. Have you ever thought of them in that manner? They truly are that window.
Customer Service Life
APRIL 20, 2017
You will undoubtedly interview agents who are looking for more of a paper pusher type role and would rather operate within a very strict set of policies or even read from a script. This article was originally published on CustomerThink in my monthly advisor column on March 9, 2017.
CX Journey
NOVEMBER 2, 2016
Was the agent that took your call engaging or reading from a script?
inContact
FEBRUARY 24, 2017
The inContact platform has been great for us because of the ability to script, route and make complex decisions, in call. Customer Story: Clearlink Maximizes Service Levels with inContact.
Beyond Philosophy
MARCH 29, 2016
They used identical scripts, but the stakes were higher for some participants than others. It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.
ShepHyken
DECEMBER 16, 2016
They know, for instance, if the representative they’re speaking with on the phone is just reading from a script or repeating a routine they’ve already performed 100 times that day. This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. Shep Hyken. You’re doing all the right things.
Call Center Coach
JULY 1, 2017
If a customer service manager can easily use a drop-down toolkit to write scripts and create chatbots there is a greater chance for it to perform better. This was the buzz at the 2017 ICMI Contact Center Expo. At least it was my version of it.
CX Journey
JANUARY 2, 2015
Show them that it''s important to always be listening and be prepared to respond in the way the customer needs you to respond, not in the way a script tells you to respond. Image courtesy of FORMULa_24 I originally wrote today''s post for Intradiem.
Beyond Philosophy
DECEMBER 10, 2015
Before you can rehearse a memory, it is vital that you have a good script from which to read! People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing!
Win the Customer
DECEMBER 14, 2015
Using too many scripted pre-defined replies can take away the personal touches from a conversation, businesses should use the replies to assist representatives with speed and accuracy but still give them the freedom to add sincerity.
The Mindful Call Center
SEPTEMBER 26, 2016
Have a short mock-call with an excerpt from a script in the first interview. Present the prospect with a short script and include two objections and scripted responses. During the first read through mock call, present the objections in order that they are on the script. It is surprising how many call centers will hire someone without a script reading of any sort.
The Mindful Call Center
SEPTEMBER 26, 2016
Have a short mock-call with an excerpt from a script in the first interview. Present the prospect with a short script and include two objections and scripted responses. During the first read through mock call, present the objections in order that they are on the script. It is surprising how many call centers will hire someone without a script reading of any sort.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
14 
Let's personalize your content