Remove Customer Care Remove Customer Support Remove Scripts
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Stop Reading From The Script!

ShepHyken

After a little troubleshooting over the phone, the customer support agent said, “I’m sorry, you’ll have to take the car into the dealership.”. But you knew that, and let’s all assume the customer service agent knew it, too. It probably wasn’t an actual script, but it was an answer she was trained to use. One BIG problem.

Scripts 435
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Guest Post: Customer Service Telephone Skills – Master Your Art of Conversation with Clients

ShepHyken

Customer Service Telephone Skills to Master. Good-quality customer service goes beyond the telephony software or CRM system you use. Here are some customer service telephone skills every customer support executive should possess. Greet Your Customer Politely and Professionally. First, ditch the scripts.

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Guest Blog: Exceptional Customer Support Is Fresh, Not Canned

ShepHyken

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. Stay away from scripts.

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3 Common Factors Behind Client Discontent in Customer Care Conversations

CSM Magazine

No one wants to waste time calling a helpline number and dealing with an agent who follows a script. Websites have been great for this and have replaced a lot of work that customer care agents previously handled. Unfortunately, a lot of customer support gets outsourced, and finding someone who can actually help is tough.

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5 Top Customer Service Articles For the Week of April 2, 2018

ShepHyken

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Do you want happier customers? Yes and yes!)

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Guest Blog: How Millennial’s are Changing the Customer Service Landscape

ShepHyken

Some customer support teams are almost 100% dedicated to triage and answers can take days to materialize. This group is also flipping the script when it comes to the preferred communication channel. That is one tall order when you consider that many companies staff up during holidays but roll them off during “slower times.”

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5 Top Customer Service Articles For the Week of March 20, 2017

ShepHyken

(HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer. This is a short article about how to apologize. It’s simple.