Scripts Vs. Conversations

Scripts Vs. Conversations

By Nancy Friedman, President / Keynote Customer Service Speaker / Telephone Doctor Customer Service Training   For years I have been working with companies to upgrade, tweak and help with scripts their sales and/or customer service reps. Fast forward. Now we’re trying to get our clients who ask for help with a script to consider going to conversations with aided recall. There is danger and pitfalls to both scripts and conversations though. Let me explain. Scripts were designed for actors. Actors know how to read a script. Most folks don’t. It’s that simple. When you give a person a script they tend to ‘read’ it. Well what’s wrong with that Nancy? Aren’t you suppose to read a script? Yes, but it’s the old ‘HOW’ you read it that counts. We have all been accosted by a phone call and someone poorly reading their script. Yawn, yawn or worse. And in the professional scripts there are words for everyone (all actors) to respond. In your business script there’s normally only words for what the rep is saying. There are no words for the customer – the responder (the other actor). Oh there may be some things like “if the customer says

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