In some Tech Support jobs, a "script" may be provided for techs to use in communicating with customers on specific topics. Anyone who has ever received a telephone solicitation call has heard someone reading off a script and, it's likely that it wasn't a pleasant experience.
When you're working from a script, treat it as an outline rather than verbatim - take the information or steps and state them in your own words, with your own cadence. Talk to the customer rather than talking through the script, and you'll find the call goes better.
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