Crafting Empathy and Personalization: Ingredients Of A Well-Balanced Customer Service Script

You’ve likely experienced the difference between a customer service call that left you satisfied and one that resulted in gritted teeth. What was the difference? One person was probably professional, friendly, courteous and knowledgeable. The other may have left you with unanswered questions, the sour taste of frequent interruptions and more questions than resolutions. We’ve all seen the good, the bad and the ugly as it relates to business phone etiquette.

That’s where a customer service script comes into play. Call handling scripts outline the customer’s journey and prompt the person representing your company to create a memorable and consistent interaction with a client, customer or business associate. They are not word-for-word robotic catchphrases. They assure that every caller will be greeted and spoken to professionally, consistent with your brand’s voice and image.

A phone call script consists of guidelines specific to the person calling your company. They contain the preferred language and answers to commonly asked questions. They provide questions to ask customers that will help resolve any issues or increase leads and opportunities. A business call script is designed to provide the best customer service, instilling a sense that you care for your customers and can efficiently provide answers and solutions.

The Role of a Customer Service Script

Balancing Empathy and Efficiency

According to Zippia, 94% of customers feel that customer service influences their purchases and brand choices. The America Customer Satisfaction Index (ACSI) correlates directly with customer satisfaction and corporate profits. Companies with the top ACSI scores include Chewy, Chick-fil-A and Amazon. 

So, what are today’s customers expecting? Over 80% expect to reach someone immediately when contacting a business. They want efficiency, consistent interactions across all departments and resolution. While product knowledge is critical, one of the most important skills is empathy. Empathizing with customers requires patience, understanding and active listening. It lets customers know you have their back and develops an authentic connection. Without that experience, even the most loyal customers will transition to a competitor.

A customer service call script helps call agents and employees meet today’s consumer preferences. It teaches them key phrases that build rapport through empathy and efficiency. Phrases like “I hear you” and “I understand what you’re looking for or the issues you face” let customers know they’re being listened to and are speaking with someone who can empathize with them.

Key Ingredients of a Successful Script

A successful call center script contains these main elements:

• The Greeting: We know it sounds like a no-brainer, but you would be surprised at the difference these few words make to customer satisfaction. One simple example, “Thank you for calling (name of company). This is (name). How may I help you?” spoken in a cheerful tone sets the stage for a successful exchange. Then, make sure to learn the customer’s name and repeat it.
• Flow Charts: These charts start with the various reasons someone calls. Examples include someone who calls to place an order, ask for more information, set an appointment or register a complaint. Determine the appropriate messaging for each customer, including proper questions and answers to common questions.                                                                                                                   

Mistakes to Avoid in Script Creation

In today’s AI world, one of the most common mistakes business owners make when delving into a customer support script is believing automation and menus can take it from there. Yes, AI is smart, but lacks the human touch and empathy. Hearing an automated response is far different than personalized service.

Another mistake is creating a generalized phone call script. Nothing irritates a customer more than feeling like they are not being heard and the person at the other end of the phone is simply reading a standardized message. At TeleDirect, we dig deep to determine the most important information to include in your call center script. Consider them guidebooks that help employees and call agents provide accurate, reliable information to your customers.

That’s not all. A study conducted by Harvard Business Review found that people perceive best listeners as those who periodically ask good questions. 

Personalization: Why One Size Doesn’t Fit All

A successful phone script for business needs different scenarios directed toward the types of calls you receive. For instance, are most customer calls related to purchases, troubleshooting or making appointments or reservations? Each of these callers requires a different customer service script. Determine the most common calls and create a business phone script unique to each situation.

Do you get calls from business associates and investors? While these calls are typically transferred, or the recipient takes a message, that initial greeting and the tone it invokes illustrate your priorities. An upbeat tone of voice may reflect interest and empathy, while a monotone demonstrates disinterest and boredom. The 7-38-55 rule suggests that tone of voice makes up 38% of all communications.

Always keep in mind that a customer service script is an outline. Employees and call agents must be trained to follow the flow but react with real-time language. It’s easy to discern someone reading words versus speaking from the heart. 

Measuring the Impact: Feedback and Adjustments

Working with a company that provides feedback and facts is the only way to tell if your phone call script is working and if you’ve created a good customer service script. At TeleDirect, one of our benchmarks is a dedicated client call quality assurance score. We also measure the average speed to answer and how long our call agents are on the line with your customers. We ensure they’re using the proper call center script and your customers are happy with their support. 

At TeleDirect, we’re proud of our personalized, friendly call agents. They receive extensive training and become an extension of your team. We’ll ask the right questions and then help you prepare a customer service script ideal for your brand, industry and clients. Then, by collecting data, we’ll work to improve your scripts and ensure they’re providing the best customer service experience possible. 

Are you ready to let the TeleDirect team help you craft the best customer service experience? Simply call (800) 776-1081 today to get started.