Customer service has never been more important than it is right now. Due in part to the ongoing effects of the Covid-19 pandemic, the uncertain economy, and increasing social upheaval, shoppers are depending more than ever on good customer care from the companies they do business with. Use customer-oriented scripts like these to maintain your clients’ trust.
Reassurance
The first response to a customer’s question, concern, or complaint should be to provide reassurance. A calm, positive voice saying that the issue will be addressed quickly by obtaining relevant information from the client will help to defuse any tensions. Kim’s Answering Service provides a literal voice of reasonableness in gathering information and orchestrating important feedback. Talking to a company agent, whether live or through a voice recording, lets customers know their input is valued and will receive prompt attention. A professional response from experts like Kim’s Answering Service will put your customers at ease and reinforce their trust in your company.
Clarification
A secondary script option is to provide the means for customers to clearly describe the reason for contacting the company, whether through a phone call or by leaving a website message. Use a script that courteously asks questions about the reason for contacting the business. This may include the customer’s invoice number, membership ID, or other qualifying information. The next step is to gather important details about the reason for calling. This should be done objectively, patiently, and politely so that customers don’t feel pressured to release private information or like they are being forced to jump through hoops for no valid reason. The script should include prompts that give people adequate time to respond. It should also request all necessary information to process the call or website message.
Empathy
Your scripts should embody compassion or empathy for the customer with the understanding that people are calling typically because of a problem. Every customer should be taken seriously and show concern for the problem being described. Your clients may include young or inexperienced callers, people with physical or mental impairments, and older individuals who may have hearing or speech difficulties. Patient consideration should be built into the script to make customers feel appreciated.
Compromise
Your script themes should be based on compromise. This may not be immediately evident to customers, but you should include opportunities for mitigation, remediation, or resolution of an issue in part if it cannot be wholly settled. Your efforts to respond to customer concerns and interests will help to keep your company in good standing with their future choice of providers.
Implement scripts that put the customer first. Help them feel like their concerns matter. Each script should treat customers with respect and give them the attention they need for an issue.
