Creating a Call Center Script

Call center script creation has many pitfalls that can leave your operators and your callers confused. Here are some suggestions for clear communication.

Tags: answering service, call center, communication, Customer Service, script, Small business
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Steps to Management Success – Step 107: Improve Customer Service

STEP ONE HUNDRED SEVEN

Improve Customer Service

You know how important customer service excellence is to the success of your business. It will help attract more customers and keep them coming back. It will generate more word-of-mouth referrals and positive impressions. Indeed, exceptional service is such a rarity these days, that achieving it—or even aiming for it—is almost certain to establish a significant competitive advantage. Nevertheless, this is one area where “good enough” isn’t. You need to aim high—and keep trying.

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Steps to Management Success – Step 78: You Can’t Put “Thank You” in the Bank

STEP SEVENTY-EIGHT

You Can’t Put “Thank You” in the Bank

This rule is tricky because it’s a bit of a balancing act and a judgment call. To woo a client, you naturally want to put your best foot forward. You want to be as helpful as possible so as to demonstrate your expertise or the quality of your product or service. And that’s OK—but that said, don’t let visions of monster orders seduce you into giving away the store.

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Steps to Management Success – Step 49: Keep Your Integrity

STEP FORTY-NINE

Keep Your Integrity

In an ideal world, making compromises or unclear moral choices would not be an issue. People would always do the right thing—and so would you. The world we live in is obviously quite different. There is more than a touch of gray, morally, to many business dealings, and there are more than a few people who fit the term ethically challenged.

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Steps to Management Success – Step 37: Pamper Your Customers

STEP THIRTY-SEVEN

Pamper Your Customers

Why do you suppose all evidence proves that it costs at least five times as much to sell to a new customer as to an existing customer? That’s easy. Because the price is high to find a new customer, while finding an existing customer is free.

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Steps to Management Success – Step 11: Companies Don’t Have Personalities—They Have Images

STEP ELEVEN

Companies Don’t Have Personalities—They Have Images

Any particular corporate image or perceptions we might have is inextricably linked to a company’s people—how they act, how they present themselves, and, above all, how they interact with you.

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Steps to handle angry customers

We all deal with angry customers, and if you’re running a business, you’re probably very concerned with how to treat your customers. Let’s discuss a common mistake employees make when dealing with the angry customer. By helping your team to avoid this mistake, you can save yourself a lot of stress and time.

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