Script a Customer Service Call
Customer service calls follow a general format. Make sure the script shows the representative be courteous to the customer and obtain the necessary information. On the other hand, allow the representative flexibility to resolve the customer's needs without sounding impersonal.
Instructions
1. Include a greeting, identify the company so the customer knows where she is calling, and have the representative state his name and offer to assist the customer. For example, "Thank you for calling ACME Tools. This is Jonathan. How may I help you?"
2. Encourage the use of active listening skills. Allow the representative discretion to seek information from the customer and clarify the customer's needs. For example, suggest that the employee use phrases such as, "If I understand you correctly, what you are saying is...." Include in the script a point at which the customer service representative verifies customer information on file. Verbiage to use to verify customer information could be, "Is your address still 1234 Main Street?" or "Please verify your telephone contact number."
3. Require the representative to restate the customer's needs. Include wording that asks the customer whether he has any other requests, thanks the customer for calling the company and then formally closes the call. Example wording might be as follows: "Mr. Jones, you need four catalogs shipped to 1234 Main Street, Appleton, Iowa. Is there anything else I can help you with? Thank you for calling ACME Tools. Goodbye."
