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The Dos and Don’ts of Customer Service Scripting

Customer service scripting is a tool that simplifies an agent’s inquiry response. Currently, there are over 286,696 call agents in the U.S., and all of them must abide by certain calling etiquette; this is where call scripting comes in.

One important part of customer-service scripting is called positive scripting. This involves pre-made phrases or replies that improve call performance and bolster customer satisfaction.

Most experienced customer-service agents already know what you should and shouldn’t say on a call. But if you want to know more about scripting or improve your customer-service script, we’re breaking down the dos and don’ts of call scripting and how to avoid sounding like a robot.

Using Scripting the Right Way

Sticking to a ready-made script of answers and replies can be helpful, especially if you’re just starting as a customer service agent. It’s also a bonus for the company since it makes the onboarding process much more manageable.

However, it’s a thin line between sounding helpful and sounding like a robot. Let’s go over the dos before we break down the don’ts.

Do Use Scripting as a Training Mechanism

Call scripts are an excellent starting point that can help inexperienced customer service agents learn the ins and outs of customer service. 

Use call scripting as a blueprint for the best way to communicate with callers. Use a bulleted list with all of your key points, and sprinkle it with creativity to build a natural conversation flow.

Do Question Call Scripting Efficiency

If management insists on using call scripting, but you know first-hand that the method is inefficient and restricts conversation flow, point out the issue. Managers often don’t have a hands-on experience with caller-agent relationships, and they might not be aware that scripting is doing more harm than good.

Do Validate Positive Words

Detect the reason for the call and use positive words to ensure the caller gets a resolution to their issues. Steer clear of sounding too generic — input your own sentiment and use affirmative words like gladly, certainly, assure, and understand.

Using Scripting the Wrong Way

Things can quickly go south if you don’t clearly distinguish positive scripting and plain call scripting. To make sure you don’t sound like a machine, here’s what not to do when answering a customer call.

Don’t Forget a Person Is on the Other Line

By heavily depending on call scripting, you can easily forget you are talking to a real person, which customers can pick up on. Avoid sounding like a recorded message and use wording like “I see…” and “Let me see what I can do,” as opposed to “It is our policy to…” and other similar phrases.

Don’t Forget About Empathy

Show the person on the other line that you’ll make an honest effort to solve their issue. Try listening, understanding, and then communicating the matter with the caller.

Don’t Be Generic

What annoys customers the most is getting their call answered by a machine. Don’t be a machine — you’re a live agent looking to offer assistance to an issue. Make sure to individualize each call, as no two callers are the same.

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