Even though we’ve taken great strides in the way of digital communication in the past 10 years, research shows that most customers still prefer to pick up the phone to contact companies they work with. Customer service representatives are the first point of contact, and how they present themselves during the phone conversation determines how a customer views you long-term. Today, many businesses utilize phone scripts to create a consistent experience, increase efficiency, and make sure reps are abiding by company standards.
When businesses decide to implement phone scripts, there are a few techniques they should consider and use to prevent agents from sounding like robots and assure the customer has a personalized experience every time they call. Here are our best tips on how to write a perfect phone script:
1. Be personal
Customers contact businesses because they want to have a conversation. They don’t want to feel as if they are listening to a monotone robot reading verbatim from a script. Personalization is a key part of creating an exceptional customer experience so it is important to includes areas for the agents to personalize it. Using the customer’s first name, referring to past conversations, and acknowledging different things the customer may share in the conversation are a few ways to make sure the customer feels recognized and work on building a solid relationship.
2. Consider more than one customer response
Every customer is unique, meaning that they will each have a different answer to your questions. Think about possible answers ahead of time, so the customer representative isn’t stumped mid-conversation. Providing reps with a well-rounded tool makes them look like a superstar and makes your company stand out from others.
3. Allow for flexibility
Since customer conversations are unpredictable, it is crucial that you allow agents to make decisions or go off script during a conversation. Ultimately, phone scripts are supposed to be a tool that helps both the rep and customer. Allowing agents to make judgment calls based on how the conversation is going and how the customer is responding leads to happy and loyal customers in the long-term.
4. Keep it simple for the agents
Phone scripts should not be long and drawn out, and they shouldn’t address more than one topic. If you have multiple types of calls, creating a library of scripts is a better decision than cramming all of the information into one. By keeping the script easy to follow, the number of representatives that actively use it will be more extensive.
5. Be positive, but show empathy
Make sure phone scripts create positive conversations, but that agents also know how to show empathy when necessary. Sometimes, customers just want to feel like their opinion was heard. In those moments, reps should acknowledge the customer and empathize with them to build a better rapport before moving back to the script.
6. Avoid overused phrases
It is tempting to use phrases like “we value our customers” or “we guarantee your satisfaction,” but these are overused phrases that can make you sound fake. When you write a phone script, it is better to focus on your company values and mission, so you don’t oversell yourself.
7. Include a call to action for surveys
Ongoing customer feedback is a great resource for continuous improvement. Include asking the customer if they would be willing to complete a brief survey either over the phone or via email in every script. This will create a constant flow of information and insight into how customers really feel about your brand.
8. Show respect and appreciation
Before handing a call script over to agents, it is vital to train them on showing signs of respect. In addition to using first names, please, thank you, and repeating what they say back to them for confirmation are powerful ways respect can be portrayed. Never end a phone conversation without thanking them for their time and their call. Also acknowledge that the information they provided was helpful in helping future customers.