Four Professional Call Script Tips To Impress Your Clients
Movies, plays, commercials and YouTube videos all begin as scripts. And you may be surprised to know that your callers, if their calls are managed by a professional call answer service, are also subjected to these scripts. Call service agents to follow them when managing a call from a customer. It lets the agent know how to answer calls and respond to questions. This script is written with the client during their account onboarding interview. Using the responses given, the agent knows about who you are what you do, and gains insight into how you do it and your company so they can reflect that to your callers. The person answering your calls should be armed with the same knowledge.
The call answer script ensures that your call is consistently managed professionally. That first call is the first impression the caller has of your company and you have only 7 seconds to make it a positive one.
Let’s ensure the caller inquiring about your business gets the right impression from their first call. But how do you do it? Let’s look at how to create the best telephone answering script.
First, reflect your own business culture to your customers
When people call you, they expect the business to sound professional. This means having polite, helpful-sounding team members. The greeting should be formal, but not stiff. Friendly, but not too casual. A personal connection is created when agents ask for the caller’s name and contact information as long as the agent doesn’t sound like a robot.
Remember, a greeting is more than words—it sets the tone for the entire conversation. Think of it as the virtual handshake or smile that welcomes your caller. It’s that initial, invaluable moment where trust begins to form, and the foundation for good rapport is laid. Don’t rush through it or make it sound robotic. Instead, aim for a greeting that’s genuine and engaging. You might also consider offering greetings in multiple languages or acknowledging different time zones if you have an international clientele. For instance, ‘Good morning, you’ve reached XYZ Company. This is John speaking; how can I assist you today?’ is straightforward and respectful. Tailor it to your brand’s voice—whether that’s friendly, formal, or somewhere in between—and ensure every team member delivers consistently.
Secondly, figure out the reasons why people are calling
After collecting the essential contact information, it’s time to get to the meat of the inquiry – the reason for the call. You need to figure out why people are calling your business. If you are a restaurant, it will be about your hours of operation or if there is any open seating. If you are a hotel, it will be bookings and services. If you are a company selling a product, then most people are going to be calling looking to purchase a product. Having your script match the nature of the call is essential. Once you do this, you can decide on how your assistants will steer the call.
Diving into the reasons for calls isn’t just about being prepared—it’s about demonstrating you truly understand your customers. Think of it as a coffee shop barista who knows the regulars’ orders by heart; there’s a comforting sense of familiarity and care. Each call has a story or needs waiting to be addressed. Perhaps it’s a stressed-out customer needing urgent support or a potential client curious about your services. By pinpointing common call reasons, you’re streamlining the process and telling your customers, ‘Hey, we get it. We know what you might need and are here to help.’ You could even consider surveying or analyzing call logs to spot patterns. After all, in customer service, a touch of predictability can be a game-changer, creating smoother interactions for both sides of the line.
Third, Create a blueprint for common questions
This will help your team members stay consistent, and get the callers on and off the phone as quickly as possible. If your employees are fumbling around for an answer or have to say that they don’t know, it will make the company look bad. If you are a tech company, have common support questions for troubleshooting issues already mapped out, or if you are a company selling a product, make sure you have common questions about price, options, and other specifications of the product written out. That way, all your employees can fire away prompt, informative answers and make your business look great.
Another vital consideration is understanding your audience’s evolving needs. Businesses change, and so do the queries of the customers. Regularly update your script to align with current events, promotions, or service changes. For instance, incorporate these details into your script if you recently introduced a new feature in your product or updated your service hours. Encourage your team members to keep a log of frequent questions that might not yet be on the script. This way, you create a feedback loop that continuously refines the blueprint, ensuring you’re always one step ahead in addressing your callers’ concerns.
Fourth, Sign off
You want the sign-off to be professional and courteous. Always thank the customer for calling and ask them if there is anything else that they need help with. The way you conclude a conversation often leaves a lasting impression. Think of it as the closing scene of a memorable movie; you want it to resonate. In the business world, it’s more than just a formality. It’s an opportunity to make your customers feel valued and appreciated.
So, beyond the ‘have a great day,’ could you make sure to personalize it when possible? If they mentioned something earlier in the call, get back to it. For instance, if a customer mentions ordering a product for a special occasion, wish them a fantastic celebration. These small, thoughtful touches can transform a good phone interaction into a stellar one. After all, every great script has a memorable ending.
Leaving your callers with a smile or, most minor, a positive impression of you is ultimately the goal of customer service. Whether your team is answering your customer service calls, or you have outsourced that to a professional answering service, by following these essential tips, your customers will benefit by friendly, efficient service.