Follow The Script?

image: https://pixabay.com/photos/robot-technology-modern-white-2587571/

Have you ever had a conversation with a customer service representative and you could tell that they were simply following a script?

How did you feel about that?

Sometimes the script works, but usually it doesn't feel human to the customer. As we get more and more responses from actual robots, it's worth considering how much better we can give human responses as humans.

Quick Service Do's and Don'ts:

Don't just follow a script when you hear it's not working.
Don't assume that the customer is wrong.
Don't take it personally when the customer gets upset.
Don't argue with the customer.

Instead, do these:

Do listen to understand the customer's needs.
Do empathize with the customer.
Do collaborate rather than dictate.
Do think creatively, even if you need to pause, in order to find better answers.

That's not the whole list, of course, but it's a useful place to start. No matter who we're talking to we should always be better than a robot.

-- doug smith

Comments

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