Customer service is all about making the customers appreciate quality of service. Solving their problems is also part of this service. One part they hate most is having to deal with phone customer service. In understanding this most call centers developed follow through scripts to solve this but nothing changed. The problem was never in the scripts but rather how it is was said. Here are ways to guide you.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Avoid sounding like you are reading from a script
Customers hate most when they have to deal with call center agents who sound script reading. When script reading you sound robotic which is infuriates the customer. Even though you could be reading from a script make sure you sound less like you are script reading.
Show passion
Call center scripts are meant to solve customer concerns. But when customer read lack of passion in your script they become agitated. Mostly is because they expect the person trying to solve their issues is up for the task. Customers know you are following script and will go out of the way to show you that they know. That is why it is prudent to show passion when handling them by use of call scripts.
We can help your business serve customers better with enhanced Call Script for your agents. Click to learn more today.
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