Comments on: In Defense of Customer Service Scripts

By: Jen

Jen — Sun, 01 Dec 2019 20:09:24 +0000

In reply to Chase. Totally agree with Chase here, I usually find Sales scripts really frustrating (or comical, like in Parks and Rec). But you're right, they can really assist people who otherwise wouldn't have appropriate conversational/sales skills. As long as they're approached as a startoff point, I agree that they are a useful tool.

By: stenen keukenwerkblad

stenen keukenwerkblad — Mon, 06 Apr 2015 18:45:04 +0000

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By: Adam Toporek

Adam Toporek — Wed, 04 Jun 2014 11:44:36 +0000

In reply to Aurelie Chazal. Hi Aurelie, Thank you for your comment! I agree; scripts get a bad rap because they are so often used poorly. Like any tool, they are only effective when used properly.

By: Aurelie Chazal

Aurelie Chazal — Fri, 30 May 2014 09:35:21 +0000

Thanks for this article! We’re having a reflexion on scripts at our company. I personally always hated them, or let’s say how they are used. Employees often seem to be compelled to use them and it just becomes really frustrating to talk to a robotic person.

However I agree with your article and think that scripts are needed for new employees. They should be use as a learning device. I feel that you learn a lot more when studying concrete situations, even real phone / chat scripts good and bad. It’s always easier to see what goes wrong when you calmly read it on paper. It can then help employees to avoid easy mistakes.

By: Adam Toporek

Adam Toporek — Fri, 26 Apr 2013 14:19:36 +0000

In reply to Jeff Toister. Jeff, thanks for the heads up! I am always up for a good customer service debate. At a conference right now, but I'll be over to check it out soon. PS. Looks like the commentluv found it.

By: Jeff Toister

Jeff Toister — Thu, 25 Apr 2013 16:42:33 +0000

Your post inspired one of my own. Secretly, I understand your point that scripts can be a tool of last resort, but a little professional disagreement makes for better blogging! I hope you enjoy the post.

BTW – a link to my post comes up via the Comment Luv feature, but I received an error message when I tried to paste it directly into this comment. If you don’t see it, try going to www (dot) toistersolutions (dot) com/blog

By: When Customer Service Scripts Work

When Customer Service Scripts Work — Wed, 27 Mar 2013 14:02:01 +0000

[…] From Adam Toporek at Customers That Stick: […]

By: Adam Toporek

Adam Toporek — Wed, 27 Mar 2013 01:00:28 +0000

In reply to Helen Dewdney. Hi Helen, I understand where you are coming from on this. As I said, scripts generally just stink. That being said, I have seen them be useful in two ways: 1) as a training tool and 2) as a transition tool. Long scripts are certainly where most of the problems arise; short scripts of a sentence or two can be used similarly to the way you recommend using keywords. Thank you for adding your perspective.

By: Helen Dewdney

Helen Dewdney — Tue, 26 Mar 2013 13:31:04 +0000

Hmmm. Coming from the angle of a customer who complains, a lot, successfully, I’d still be very wary of advising companies to use scripts. Whilst you need to look at the costs of training with the time lost not having staff at the ‘phones you also need to balance that against the customers you may lose. Most customers can tell when a script is being used and hate it. It’s just rude. Pure and simple. Also you need to look at; if Julie has no experience and you aren’t giving her much training how do you know that she will use the script as a guide and not just read from it? As a customer if I pick up on anyone not listening never mind using a script the complaint is escalated usually to the CEO. How costly is that? Far more than letting Julie sit next to someone for a couple of days and that person sit next to her whilst she takes a call and step in if necessary or doing some tests in the interview process…
A crib sheet with keywords and more than one suggestion in note form so they have to make up their own sentences and therefore THINK about what they are saying for how to deal with x is different and more appropriate than a script.
But I’m only a customer….

By: Adam Toporek

Adam Toporek — Mon, 25 Mar 2013 11:19:14 +0000

In reply to Virginia. I agree Virginia. It's not that scripts are what we want, but sometimes they can help get us to our ideal. Thanks for stopping by!