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The Do's and Don'ts of Call Center Scripts

Words have great power. “No” and other negatives are psychologically and physically stressful. Conversely, “I understand,” “I can,” and “I will” instantly reflect empathy and dedication.

When working with customers, you always want to create a positive experience. That means with everything you say you strive to be optimistic and helpful. While you want interactions to feel naturally conversational, there are certain things you should try to always avoid when on a call. There are also words and phrases that can overtly improve customer experience. That is why call center scripts should always accentuate the positive.

To provide your customer service representatives with an effective script, here are some pointers.

Common Scenarios for Call Center Scripts

It is easy to inadvertently use negative words, even when trying to convey a positive. Call center scripts reduce this risk by giving customer service reps the right words. Your caller may simply have a question, so do not assume the worst.

Instead of: "What is the problem?"

Ask: "How may I help you?"

There are a few phrases that are guaranteed to make your caller unhappy. “Calm down” is one of them. If a customer is angry, that is only a symptom, not the reason for their call. Calmly explain you are there to help them find a solution. Then, repeat their complaint or comment, to show that you heard them and that you heard correctly.

Instead of: "Wow! That should not have happened."

Say: "I certainly understand how that can be frustrating. Let’s see how we can fix that."

If you cannot provide the fix they want, tell them what you can do.

Instead of: “That is against company policy.” (another negative phrase that angers customers)

Say: “I can offer you X or Y.”

If alternatives are available, ask which they would prefer. That lets the customer feel they are in control of their solution.

Instead of: “I don’t know,” or “That is not my department.”

Say: “Let me find out for you,” or “Let me connect you with a specialist on that.”

Adverbs that Reinforce Positives

Positive phrases are inherently encouraging. Including adverbs highlights those positives, for example:

  • Absolutely
  • Certainly
  • Definitely
  • Gladly
  • Surely
  • Quickly

Certain words energize the conversation, further engaging customers and reinforcing their expectation of a positive outcome:

  • Assure
  • Excellent
  • Fantastic
  • Great
  • Understand
  • Yes

Remember to Smile

Believe it or not, facial expressions affect your tone of voice. So, pretend customers can see you. You will sound as sincere as your words whether you are greeting them, thanking them, or apologizing for their distress.

“Thank You,” Says it All

Every customer who calls is making an overt effort to engage, for a reason. Positive call center scripts help customer service reps immediately establish rapport with customers — letting them know that they and their issue are both important and that your goal is to help them find the best possible solution.

When you do, that excellent experience can turn even the most frustrated customers into loyalists. You not only listened, you acted on what you heard. Thanking callers for their comment, or for allowing you to help them, caps off their experience on the highest note.

If your scripts already include positive and empathetic language, great! If you are noticing you are not getting the results you would like, try updating your script using some of the tips above. It should make a great impact on your customers’ overall experience.

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