« January 2007 | Main | July 2007 »

Feb26
Telephone Script: By Reader Request
script.jpg
By reader request (thanks Gabriel), I'd like to share with you a telephone script. I'll start by sharing my script with a bit of explanation, and then I'll take a few future posts to break down each section in depth.

Greeting

"Good morning Help Desk, this is Phil, I can help you." Make it your own, but at a minimum, use a salutation, your name, and the fact you are there to help.

Respond to customer inquiry

Respond to the client's needs. If they need something, thank them for bringing the matter to your attention, and tell them that you are part of the solution and will work with them to fix the problem.

Explain Proposed Solution

"Mr./Ms. Customer, here's how we're going to fix our problem." Note: I didn't say fix YOUR problem, or fix MY problem, or fix YOUR COMPUTER'S problem. If a client calls in, it is OUR problem.

Ask for Agreement on solution

Ask the question: "Is this an acceptable solution to you?" in your own words. Rebuilding an Outlook profile may be no big deal if you're in IT. If you're in HR and you color code your calendar, and have custom shortcuts and forms, this is a HUGE deal. Ask the question. Then wait for a response. NOTE: If there is no agreement, go back to Responding and work your way down.

Thank customer for calling

"Thank you for calling. Is there anything else I can do for you?" Pause...Pause...If you ever need anything else, please call us back anytime.

And the NUMBER ONE way to make customers happy is...

Follow-up!!!!!

Follow-up ensures satisfaction and gives you a chance to make a lasting impression on your customer. Always ask if there's anything else you can do right now, to save a callback later.

That's my script. It works for me, and it works for many others I've shared it with. I hope it works for you.

[Phil Gerbyshak encourages YOU to make it a great customer experience by following the above script, or by sharing any script you've found that's better.]

Would you like to see more articles like this?  Subscribe to this blog today!

Related Articles:

Telephone Scripts for Varies Needs

Feb22
Poll: Are You Ready for DST 2007?
With daylight savings time 2007 right around the corner, I'm curious how your organization is doing for preparedness for this fun event. ... Continue Reading
Help Desk Raving Fans
How hard is it to do Help Desk work right? According to Joel Spolsky from Fog Creek Software, it's easier than you know. In fact, Joel says there are 7 ways to do this, and shares them in an... Continue Reading
Feb11
Help Desk Metrics are Call Center Metrics
Over at CallCenterScript, Jam Mayer shares a great tool for all of us to use: Call Center Mathematics. Not only does Call Center Mathematics share an excellent Erlang C calculator (put in what you know, and it fills in your... Continue Reading
Feb10
KCS: Best Practices for Wikis and Knowledge Bases
      I'll be speaking at the 2007 HDI Annual Conference in May with my good friend Dan Wilson. We'll be talking about the "Poor Man's Help Desk" and one of the things I'll be sharing is my experiences creating a... Continue Reading
Feb 7
Expert Interviews: A conversation with Mike McBride (Final Part)
In our final piece of the Mike McBride interview series, we talk about the advice Mike would give to folks thinking about starting a career on the Help Desk, and the best advice he ever received. If you'd like to... Continue Reading
Feb 6
Expert Interviews: A conversation with Mike McBride (Part 3)
Part 3 of the Mike McBride InterviewPlease check out the previous parts of the Mike McBride interview:Part 1, Part 2, where we've engaged Mike in a conversation about metrics, what he likes about being on the Help Desk, and some... Continue Reading

« January 2007 | Main | July 2007 »

Advertise

Related Resources

sponsored ads



subscribe


Prefer Email?
Subscribe below-

Enter your Email:


Powered by FeedBlitz What's this?

Current News

Support This Blog

business social media

Use these fast growing business social media sites to promote your business, feature your products, spotlight your business leaders, create links, and drive traffic back to your company site, all for free!

BIZZlogos - Add your logo - free link to your site
BIZZphotos - Add photos of your products and people
BIZZprofiles - Submit your profile and build your online visibility
BIZZspotlight - Spotlight your business with free links
BIZZvideos - Videos about businesses, products and business people.
BIZZbites - "Digg" for Business - Submit your articles and posts

Know More Media - Customer Service / Services

know more media network

View Network Map

Network Feed List (OPML)

Know More Media Network
Feed


we support unitus

PRWeb

Influencer



HelpDeskNotes is a member of the Know More Media network of business related blogs.

Here are some current headlines from some of our business publications:

ProductivityGoal

CallCenterScript

AdHurl

TheBizofKnowledge

LandingTheDeal

CustomersAreAlways

HealthCareVox

BrainBasedBusiness

TheInsurancePolicy

MarketingBlurb