Words have great power. “No” and other negatives are psychologically and physically stressful. Conversely, “I understand,” “I can,” and “I will” instantly reflect empathy and dedication.
When working with customers, you always want to create a positive experience. That means with everything you say you strive to be optimistic and helpful. While you want interactions to feel naturally conversational, there are certain things you should try to always avoid when on a call. There are also words and phrases that can overtly improve customer experience. That is why call center scripts should always accentuate the positive.
To provide your customer service representatives with an effective script, here are some pointers.
Common Scenarios for Call Center Scripts
It is easy to inadvertently use negative words, even when trying to convey a positive. Call center scripts reduce this risk by giving customer service reps the right words. Your caller may simply have a question, so do not assume the worst.
Instead of: "What is the problem?"
Ask: "How may I help you?"
There are a few phrases that are guaranteed to make your caller unhappy. “Calm down” is one of them. If a customer is angry, that is only a symptom, not the reason for their call. Calmly explain you are there to help them find a solution. Then, repeat their complaint or comment, to show that you heard them and that you heard correctly.
Instead of: "Wow! That should not have happened."
Say: "I certainly understand how that can be frustrating. Let’s see how we can fix that."
If you cannot provide the fix they want, tell them what you can do.
Instead of: “That is against company policy.” (another negative phrase that angers customers)
Say: “I can offer you X or Y.”
If alternatives are available, ask which they would prefer. That lets the customer feel they are in control of their solution.
Instead of: “I don’t know,” or “That is not my department.”
Say: “Let me find out for you,” or “Let me connect you with a specialist on that.”
Adverbs that Reinforce Positives
Positive phrases are inherently encouraging. Including adverbs highlights those positives, for example:
Certain words energize the conversation, further engaging customers and reinforcing their expectation of a positive outcome:
Remember to Smile
Believe it or not, facial expressions affect your tone of voice. So, pretend customers can see you. You will sound as sincere as your words whether you are greeting them, thanking them, or apologizing for their distress.
“Thank You,” Says it All
Every customer who calls is making an overt effort to engage, for a reason. Positive call center scripts help customer service reps immediately establish rapport with customers — letting them know that they and their issue are both important and that your goal is to help them find the best possible solution.
When you do, that excellent experience can turn even the most frustrated customers into loyalists. You not only listened, you acted on what you heard. Thanking callers for their comment, or for allowing you to help them, caps off their experience on the highest note.
If your scripts already include positive and empathetic language, great! If you are noticing you are not getting the results you would like, try updating your script using some of the tips above. It should make a great impact on your customers’ overall experience.
Publish Date: June 7, 2018 5:00 AM
|1.)||Alliance Infotech Pvt Ltd|
alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.
|2.)||Alycom Business Solutions|
CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.
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Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
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eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.
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FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.
FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
Creatio(formerly bpm'online) Process-driven unified CRM
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A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
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Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.
CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.
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