A script can be a useful tool in the proper hands. It can tell those new to the customer service industry, or at least to a particular call center, the basic things to say – and what not to say – when representing a particular client.
A script can also be a handy cheat sheet to cover common customer requests/complaints, walk callers through complex procedures if technical help is needed, or provide common objections and ways to overcome them if sales components are offered.
But what a script shouldn’t be is overly restrictive or something which could limit your live answering service’s ability to help customers to the best of their abilities. With fully trained customer call agents, you may not even need a formal script, since the staff should be experienced enough to assist nearly anyone with any questions.
Here’s why scripts should really be used sparingly, except at the beginning, and you should figure out ways to go beyond the words to keep your customers happy.
It can remove the personal element.
With too many fully automated systems around that ask for you to press a number to proceed, callers will certainly appreciate the human factor of being able to interact with actual people who hopefully can understand them and truly value their input. However, when following a script word-for-word, it can make the experience seem less genuine to the customer, even if their reason for calling is resolved.
Scripts aren’t good substitutes for good customer service.
Unless you have an extensive background in theater and are excellent at emoting, you will generally sound less sincere when reading from a script than if you were just talking to them. It also can limit your professional growth – if you know you’ll always have the same script handy, there’s less incentive to continue your training and improve your abilities to help customers. Mediocre employees may always stay mediocre.
You’re better off without one.
Would you rather sound robotic or concerned? Would you rather follow the customer resolution process on paper, line by line, or get to the heart of why someone is calling? Though it wouldn’t hurt to have useful customer-friendly phrases available, the ultimate goal is to solve customer’s questions with actual action: untangling billing disputes, processing refunds, or other actual assistance you can deliver.
Overall, customers are going to be happy when a concern is satisfied, but how it is solved can make a difference in the overall experience. If a customer agent takes the time to listen and creates a personalized solution, it will go beyond someone who simply follows the script.