The robot is a dance not a CSR

Think of a question you get asked daily.  Is it a challenging question that throws you off your game?  Or something so simple you get bored answering.   In either case it's good to have a go-to reply, but please no scripts.   

Scripts get read, and reading sounds insincere. ie the robot.  Customers don't want robots, they want real humans who treat them like real humans. 

To keep it real try this...

  • Create a few replies, not scripts.  
  • Pick phrases that you feel positive about delivering
  • Imagine the face of a nice customer when you on the phone
  • instead of rolling your eyes and saying to yourself, "here we go again" Ask yourself; "what does this person really need and how can you help?"

Quick Story...when I worked at Walt Disney World I signed up to work overtime in custodial duties so that I could make extra money and go scuba diving.  What question do you think I was asked 40-50 times a day when I worked my shift?

Got tough customers?  Join us for a webinar this Thursday to learn how to deal with challenging people and situations.  Click here.