Call Scripts: How it impacts Customer Success
Customer service is more complex than it sounds. Though it’s complex, it’s not rocket science, a proper plan & good resources are enough to provide great customer service. One such method involves having call scripts.
You must have heard about scripts used by tele-calling executives and might have pondered over how robotic it sounds. Customer service agents also use such call scripts to make their communication with customers more precise and effective. These scripts aren’t dialogues to be recited by service executives but a mere pilot document. In this article, we will be talking about its benefits for successful customer service experience and how to have an effective script for successful customer experience.
Taps Into Relevant Pain-Points
By having a pre-defined script of questions asked by the customers, you can detect which pain-point they are exactly hinting at. This will reduce the time and energy spent in asking n-number of questions to arrive at a problem-statement. Hence, an elaborate script which lists the various questions asked by customers will help to craft a to-the-point response.
Helps the agents to direct the customers in the right direction
Whether it’s a call to action/buy or directing them towards a solution for a problem, a good script will assist the agent to direct customers in the right direction. Not all the customer service agents will be good persuaders or problem-solvers but a good script along with adequate training will help them to deliver the best service. Dell’s customer service has been applauded time and again for their prompt and effective approach. They usually have standard operational tasks that are predefined which helps them in detecting the problems accurately leading to a fulfilling customer service experience.
Having concise information in one place will help to pull out the relevant data quickly while interacting with the customers. This will reduce the overall time taken to arrive at the probable solution. Even if the customer service is not for complaint redressal but for instigating a call to action, a faster response will lead to higher conversion rate.
Understanding incoherent problems
You must have heard doctors talking about how most patients can’t articulate the problems accurately. This isn’t the case only in health-care industry, it’s a standard problem across all the other industries as well. Hence, customer service agent must be able to understand the unsaid problems and concerns of the customers. A script that gives an elaborate explanation of various customer replies or questions can help in diagnosing such queries.
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Know when to involve seniors
As much as these call scripts needs to be kept flexible and the employees need to take the onus in order to provide great customer service, they should also know when to involve the seniors and other experts. A script must have clear indications of when the executive can take ownership of the problem and when they have to get the seniors or experts involved. Such clarity will reduce the hassle and time taken while dealing with complex problems and queries.
Now that you have read about what a good script does to bring about an overall good customer service experience, let’s have a look at some of the aspects that play an integral part in developing a perfect customer service script.
Feedback from the front-line
Your front-line employees are basically your customer service agents. More than often the scripts are either developed by the supervisors or managers or business writers. But no one can make a more valuable contribution than your agents as they have a first-hand experience of dealing with customers. Taking feedback must not be an informal activity but a continuous process to incorporate relevant feedback into the script.
Keep your script flexible
Have you ever spoken to a customer care executive and felt that their answers are too limited? Worse even, have you ever encountered an agent who had no answers to some of your unconventional product queries? Your script must be flexible for the service agents to answer according to customer’s demands. Also, it is important to train your customer service agents to be flexible and not just rote-learn the script. Both your script and the customer service agents must be well-equipped so as to not let the customers leave disappointed.
Your agents must be able to step into your customer’s shoes while interacting with them. It’s our innate nature to accommodate people who understand us and hence, your customer’s will bear with you, in case the service is delayed or is not up to the mark. Therefore, your script also needs to have an empathetic tone to all your answers and the questions should also be mentioned in a way that customers ask.
Having call scripts might sound rigid but not having a script at all is an absolute no. One needs to understand that script doesn’t dictate all the things that you’ll be saying to consumers but is a guiding document that aids the service agents to grab relevant information quickly and ask the right questions. By incorporating few points given above you will be able to retain your customers for a longer time and keep them happy.