Every single technician, salesperson or customer service representative has been handed a script at some point in their career. When you were handed this prescribed set of words to use on the job, you likely resisted using them. You’re not a robot, so why do your words have to be so structured?
Think about your favorite movies. You can probably recite your favorite quotes from memory, and they still hold sway in your life when you talk about them. When the actors and actresses deliver their performance, it may be extremely impactful to you, but they didn’t come up with those words. A playwright or a script writer had previously written those quotes down and instructed the actor/actress to say them. What made them special wasn’t the actual words, it was the delivery.
All of these lines were written with purpose, to make the big picture or the story make sense. Eliminating some of your favorite quotes from the movie might not change the meaning of the film, but it will affect how well the audience perceives it.
Your audience is your customer. When you are on a service call, everything you do and say from the moment you pull up to the customer’s home is like a movie. You may not want to stick to the lines written for you, but the entire story of your service call will flow smoother and be more successful if you do.
Take the introduction, for example. When you arrive at a customer’s home, you’re told to follow this formula:
These steps may seem trivial, and you may think skipping a couple or delivering them poorly has little effect on the rest of the call, but every line of your story affects you. Those quotes delivered in your favorite movies may have accents or inflections that make them iconic. Without those extra tones, the words just fall flat. So do yours. Your customer needs you to deliver your lines accurately and purposefully so that they are believable and foster trust.
If your customer is like the audience of a movie, you want to do everything in your power to build a relationship with them that will allow you to gain their trust. The audience of a movie only gets attached to characters and invested in the experience when the lines are delivered well.
Your customer never wants to get the impression that you don’t care what they think or you’re only doing your job because you have to. Put the extra effort into making your lines come alive so that they feel your desire to help them. Make the lines reflect your actual feelings of service, and your customer will trust you more and give you a better shot at helping them out.
Try to view your script as a helpful tool instead of a binding force. A script isn’t a loss of freedom, it’s a boosted structure of conversation. You can still make your service call your own by using your interests to relate to the customer, your own brand of humor and your own demeanor to make a connection with the customer. You need each piece of your script to connect the story of your service call, but you can have your own flare on top of that to make the experience even better!
Our team of coaches at Service Excellence have worked through every rejection and hesitation to use scripts. We know how to help you use your script to make your job easier and build your communication skills. With ample resources at your disposal, and some of the best industry experts on your side, you can wield your script flawlessly. Contact us today!
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