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Oct12
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  Sure, scripts are ok in certain positions and they’re good guidelines, but forcing your employees to say the same thing over and over again produces robots. What happened to being spontaneous? How about letting employees just be themselves and communicate with customers in a way that doesn’t feel forced? What are your thoughts? Scripts or no scripts? Cartoon credit: Know More Media's own Ozzie Fonseca over at CallCenterScript.com |
Hi Michael,
I have to agree with you. I think it's important for CSR's to be themselves when interacting with customers. If they're stuck as to what to say - they can simply ask someone else who knows better. I never liked being forced to say something that wasn't in alignment with my personality or values...
Hi,
Sure, scripts are efficient in that it aims to deliver maximum message in minimum time. But personally, and even professionally, I dislike using scripts because I would like to assure our callers that they are listened to. And the best way to do that would be to respond to the caller in the same way as I would to a family member or a friend.
» When Scripts Are OK from CustomersAreAlways
I don't usually condone "scripts" in customer service because I think every interaction with a customer should be natural. Have you ever talked to someone who sounded like they memorized their lines? It makes me feel like I... [Read More]
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Nope...no scripts. Hire passionate, enthusiastic, creative people...and get out of the way.
The only time you need SOP's is to keep people from thinking too much about rote tasks...which incidentally takes away from the important work...building relationships with the customer.
Posted by: Michael Chaffin | October 12, 2006 8:48 PM | Permalink to Comment