To Create the Right Customer Experience, Agents Need to Rise Above the Script
It is no secret that customers, in general, like to avoid any kind of interactions with customer service representatives over the phone. A few even fringe at the thought that they have interact with a rep to wade through the prevalent problem. And one common emotion that dominates customer during every service interaction is rage. But aren’t customer service agents supposed to offer help and resolve customer issues? Then why all this hate?
It is the script, say experts. Most customer service representatives follow scripts, which tell them what to say and when to say it. And this makes them sound robotic and reflects, ‘I have been told to say this and I’m going to say it’ attitude, which is not welcomed by the customers.
As a customer service representative who simply strived to provide better service to the customer, I decided to investigate this problem more closely and went through a few random reports. And the results of my study were surprising to say the least. Over two-thirds of the customers reported positive customer service experience when the agent gets away from the script and adds a bit of personal touch. And I also found that dynamic scripting is the need of the hour.
Yes, there’s a lot of money is spilled on creating great scripts. But the fact is you can’t develop script based on one side of a conversation only. And by doing so, call centers are not doing a favor to the employees; rather they are creating a gigantic burden for employees to carry. Hence opt for dynamic scripting, which ensures that your customers’ demands are being satisfied each time they speak to the agent over the phone, and also gives you a chance to convert callers into customers.
One of the best ways to earn the trust of your customer is by showing that you truly care about them and their concerns, and are committed to helping them in every possible way. You can also put yourself in their shoes and try to understand their needs, their concerns and the things that really matters to them. And finally provide a solution that will meet their unique needs.
Yes, still there is place for static scripting in the modern call center environment. But there is no denying the fact that dynamic scripting, which gives emphasis to individual customer needs and provides a certain degree of agility in addressing customer concerns, is here to stay.