1. Employees responsible for answering customer service phone calls should greet callers in a friendly, professional manner. Your company's customer service representative should identify themselves and the business and ask how they can be of assistance.
2. Be sure employees can uncover additional sales opportunities with your call script. Get the necessary information without sounding unfriendly. If there are any special sales or discounts be sure to inform the caller.
3. Remind the listener of how your business was able to help them during the call.
4. Close your customer service script with a summary of what was discussed and any follow-up that is needed.
5. Have your staff formally close the phone call by asking if the customer has any additional needs and thanking them for calling.
Get your employees assistance with writing the call script. Ask your team what questions they encounter most often and find out how they currently answer different questions. Once the new script is written, ensure they are comfortable following it by practicing together. Role-playing different types of customers can help your staff feel more confident when they begin using the script in actual conversations. After implementation, consider surveying customers on their customer service experience with your business.
If you would like additional information on call scripts, please contact us at www.BuddinghAssociates.com and read our article "The Importance of Call Scripts"