Customer service calls follow a general format. Make sure the script shows the representative how to be courteous to the customer and obtain the necessary information. On the other hand, allow the representative flexibility to resolve the customer's needs without sounding impersonal.
Include a greeting, identify the company so the customer knows where she is calling, and have the representative state his name and offer to assist the customer. For example, "Thank you for calling ACME Tools. This is Jonathan. How may I help you?"
Encourage the use of active listening skills. Allow the representative discretion to seek information from the customer and clarify the customer's needs. For example, suggest that the employee use phrases such as, "If I understand you correctly, what you are saying is...." Include in the script a point at which the customer service representative verifies customer information on file. Verbiage to use to verify customer information could be, "Is your address still 1234 Main Street?" or "Please verify your telephone contact number."
Require the representative to restate the customer's needs. Include wording that asks the customer whether he has any other requests, thanks the customer for calling the company and then formally closes the call. Example wording might be as follows: "Mr. Jones, you need four catalogs shipped to 1234 Main Street, Appleton, Iowa. Is there anything else I can help you with? Thank you for calling ACME Tools. Goodbye."
Work with the customer service team to understand the most frequently occurring types of calls. Test the script on customers and role-playing representatives to ensure it is not confusing. Periodically monitor the customer service calls to ensure the representative is adhering to the organization's customer service philosophy.
Do not attempt to create a script for every eventuality. Allow the representative some flexibility and provide suggestions for the best ways for the representative to get information from the customer and clarify customer needs.