Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume I, Issue 14

Date: October 1, 2000 - Mixed Message Mania, Part III

Welcome back to mixed messages. We are up to Part III this month. Probably two more parts and we will have covered what we have plus what you have sent in to us.

FOLLOW THE SCRIPT VS. FLOW WITH THE CUSTOMER

We all know scripts are important. However, I believe they are to be used only as guidelines. Do not read them to a customer. There is nothing more annoying for me, a customer, to receive a call that sounds like someone is reading from a script. I wait for the CSR to take a breath and ask her to please tell me, in her own words, what it is she is selling. I get more script. Even if I am interested in the product or service, this turns me off !

By all means, learn your scripts. Stay within the guidelines of what you can and cannot say, but say it in your own words. Start with including your name and the name of the customer, but then move on to being 'human'. Personalize each of your calls. This helps to keep every call from sounding like every other call. What makes the difference in a telephone conversation is being human. Even if I don't want the product or service, when the person speaks to me as a person, I am at least respectful enough to let her or him finish before I say whether I am or am not interested.

In the next couple of months, we'll look at:

We Make no Exceptions vs. Egg on My Face
Team vs. Chosen (Special) Ones

plus whatever ones you sent in to us.

Quote of the month:

One machne can do the work of 50 ordinary men. No machine can do the work of one extra-ordinary man. Elbert Hubbard

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