How to Use Scripts to Ensure Consistency in Customer Service By Action International Business Coach Michael Bedard
Is your first reaction like that of my clients - scripting doesn't work, scripting is too artificial, scripting doesn't take into account different personalities? I've heard just about every excuse as to why scripts won't work; but, as I wean my clients onto the idea and they see their bottom line increasing, converts are made. Here's how to get started.
The four main areas to consider when writing a script are:
a) Target Market � be very clear who you�re trying to reach.
b) Process � some of the more expensive products and services may require several steps before a sale is made.
c) Urgency � you must give people a reason to act now.
d) 'You' Focus � your script needs to be focused towards the customer.
Within the script itself you then need to look at:
a) Greeting � Get this right as it will set the tone for what follows.
b) Outline the reason for your call/visit and get permission to continue � e.g. "Would it be OK if I outlined the reason for my call today?" This step applies when you�re the one making the first contact.
The four main areas to consider when writing a script are:
a) Target Market � be very clear who you�re trying to reach.
b) Process � some of the more expensive products and services may require several steps before a sale is made.
c) Urgency � you must give people a reason to act now.
d) 'You' Focus � your script needs to be focused towards the customer.
Within the script itself you then need to look at:
a) Greeting � Get this right as it will set the tone for what follows.
b) Outline the reason for your call/visit and get permission to continue � e.g. "Would it be OK if I outlined the reason for my call today?" This step applies when you�re the one making the first contact.
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