Call Center Scripting |
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Call Center Scripting
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Call Center ScriptingThe way a customer is greeted sets the tone for the rest of the call. Even if the caller is angry when he/she dials the customer care number, a heart felt, friendly greeting usually disarms even the most rehearsed of angry calls (Yes, customer do rehearse what they are going to say before they connect with a rep). Unfortunately, some companies put too much emphasis into making the greeting a long winded marketing pitch, or what's worse, a place to plug in the company's mission statement. While it is important to market the firm's products, as well as remind customer about all the altruistic aims of the company, it should not be the first thing the caller hears. "Thank you for calling, may I inform you about our new......" Way too much information to be given to a customer who is already upset at the company. "How about you fix my problem before you try to sell me another worthless product"...would seem like the appropriate response to a marketing heavy greeting. Another misunderstood greeting is the one that asks callers to tell the rep how they can provide them with excellent customer service. This greeting seems harmless on the surface, but leaves a lot to the customer's imagination. If my idea of excellent customer service is to have you credit my account, I will always remember how you refused to provide me with excellent customer service because you could not comply with my request. It is important to keep greetings succinct and professional. They should always project confidence and willingness to help. If the company feels it necessary to market to the customer, it would be wise for reps to address the reason for the call first, and then move on to the sale.
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