Everyone hates scripting, but professionals do understand the need to wear a uniform. So when you want your staff to use the right phrases with customers, consider reframing the concept for your employees: Ask them to put on their verbal uniform when they punch in.
****** Also: Here are two longer “College of the Customer” articles on the language to use — and to avoid — when delivering customer service: 1. “Language engineering” – what to say and what not to say, to customers.
2. The five words you can NEVER say to a customerFrom Micah Solomon – author, keynote speaker, consultant on customer service excellence, sales, branding, and transforming company cultures in our socially connected world.
See Micah in action — including video and free resources — at https://micahsolomon.com. Or, click here for your own free chapter of Micah Solomon’s customer service bestseller,” Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.”
(Thanks to Tally McClain, RN for her input on this subject and how it applies to the healthcare industry.)