Go Off Script to Improve Customer Experience and Satisfaction

Win the Customer

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.

It’s Showtime!


The first thing I thought when I heard this is that they are teaching employees how to engage with customers by acting out a scripted response. There is no script. It’s about being so focused on the other person, that you can engage and respond appropriately, without a script.

Why Customer Service Scripting IS Necessary

Teresa Allen

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.

Guest Blog: What Improvisation Teaches Us About Customer Service


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.

5 Tips for Achieving First Contact Resolution


While call scripts can guide agents and help them save time, a conversational approach that includes spontaneous dialogue can set customers at ease and increase the chance of resolving issues quickly. Use such information to revise call scripts, streamline service processes, and set goals and procedures in place so that agents know exactly how to perform at their best.

Is your chatbot contact center smart?

Call Center Coach

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.

Measure to manage customer experience


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?

Guest Blog: Customer Service Role … Avoid these Myths on Customer Service


So, here is my top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer that we often use in client workshops: Following a script. Because scripts and checklists are all the rage now, employees are scripted to death.

Putting Humanity in Contact Centers

Customer Relationship Metrics

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.

Customer Experience: Art or Science?

CX Journey

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.

55 Improvements I Hope You Make To Your Customer Experience

Myra Golden Media

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?”.

A Quick Customer-Facing Communication Checklist

Customers That Stick

Run your signage, phone scripts, emails, and other standard communication elements through the questions above. At the core of all customer experience is communication.

A Pop Culture Guide to Customer Care Training

The Center for Client Retention

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?

The State of the Bot Going Into 2018


Accordingly, I expect to see a range of new solutions see the light of day in 2018; solutions that bring the old solutions like Interactive Voice Response (cue the robotic ‘press 1 for English’ script) into the 21 st century, on a channel people actually like to use.

Zebra Technologies Expands Global Customer Service With inContact


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.

Five Ways to Humanize Customer Service

Toister Performance Solutions

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.

Guest Blog: Is Your Contact Center Prepared to Handle Breaking News?


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.

Reduce Employee Effort for a Great Customer Experience

CX Journey

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.

When Improv Meets Business


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).

25 Handy Call Center Hacks You Can’t Live Without


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.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops


During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent scripting. “Hello Lauren, thank you for contacting customer service, what can I help you with today?”

An Interview with Kate Nasser: Better #PeopleSkills

Customers That Stick

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.

4 Ways Your Policies Can Ruin Your Customers’ Experiences

Win the Customer

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.

Empower Employees to Increase Productivity

CX Journey

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.

5 Top Customer Service Articles For the Week of 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.

Adventures in Speech Analytics- Part III

Call Center Weekly

Use your words - Oftentimes it’s helpful to request guidelines and scripting that was provided to the agents so that you can formulate your searches based on what the agent was instructed to say. By Diana Aviles Here we are… Part III is finally here!

CXP 17: Creating a More Human-Friendly IVR


how the newly designed NLU scripting language makes your chatbots much more artificially intelligent about understanding natural language.

9 Ways Millennials Have Transformed Contact Center Customer Experience


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.

TechStyle Improves Contact Center Efficiency and Customer Service with inContact


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.

Startling Revelation! Tell More Jokes To Get Ahead in Business

Beyond Philosophy

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.

How to Establish a Strong Service Culture Fast

CX Journey

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.

Passion is The Key to a Great Contact Center

Call Center Weekly

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.

How to Win Customers’ Trust Without Spending a Dime

Beyond Philosophy

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!”.

The Window to the Soul of Your Organization

CX Journey

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.

Why Learning CX Will Make You Happy and Successful


Scripting, filming and developing additional content geared towards learning CX was a partnership. Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!)

Customer Story: Clearlink Maximizes Service Levels with inContact


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.

Guest Blog: Superior Customer Service Requires More Than Just ‘Checking the Boxes’


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.