Sample Customer Service Telephone Scripts The importance of detailed note-keeping cannot be overstated. Keeping detailed notes about the client could be the difference between landing that client and losing them.Ĭustomers in general do not like to reiterate things. Take detailed notes: If you're in the sales team or you're cold calling, this is extremely important, especially if you have to call the person at a later time. So, when the need occurs, your customer service agent needs to be spontaneous and go off-script. Often, scripts don't cover these instances. This may be a case where the inquiry isn't covered in the script, the customer is extremely upset, you need assistance from another member of your team, etc. A good customer service agent knows when to abandon the script. Also, if the customer is kept on hold longer than the agent expects, the call agent should drop in frequently and explain the reason the customer is on hold while also reassuring them.Ībandon the script when necessary: This may be contradicting given the title of the subheading, but it's relevant all the same. Let customers know when there's a pause in the conversation or if they’re being kept on hold: If you have to hold the conversation for any reason, your agents should let the customers know and not leave them hanging. “Mr John if I understand you correctly you said…”Īs they proceed to reiterating the inquiry and after a clear understanding, proffering solutions. If there's any part of the customer's inquiry that's unclear, this is the perfect time for the agent to seek clarification, “Mr John I'm very sorry you had to go through that.” The next stage is for your customer agent to show empathy, This is a chance for the customer to vent their feeling and frustrations. Your agent should not say anything here but the occasional “ Okay.” to show they're following and seldom reiteration to make a point clearer. Invite customers to explain their inquiry: The next stage is inviting the customer to explain their problem or inquiry. This is a standard way to show appreciation to the customer for calling and starting the inquiry process. Show appreciation to the caller for calling the business, say your name and go straight to their inquiry: After the salutation, it's usually advisable to appreciate the caller, This doesn't have to be scripted, an agent should be free to say whatever suits their personalities. This is mainly because every good call with a customer is an opportunity for that customer to advertise your brand, while for every bad call, the customer's armed with all the ammunition they need to tarnish your reputation.Įtiquette for using phone script include but are not limited toĪnswer the call friendly and promptly: Every conversation from your call center agent should start with a friendly, warm greeting. Call center agents need to treat every call with all the professionalism they can muster. There are guidelines to follow when talking to a customer over the phone.
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