Scripting
Holy mother of Mary I am ticked about the whole stupid useless scripting we have. We are now up to at least 5 scripts, Dead Air, Opening, PIR, Closing, and Ending. Come on, I am here to help the customer, not to swamp them with bloody scripts. I can understand the use of some, but ALL in one call?!?!?!? Here is something neat and simple,
ME - "Thank you for calling Cingular, may I please have your 10 digit wireless number."
Customer gives number.
ME - "Thank you, how can I assist?"
Customer gives problem I solve it, end the call, next call.
3 scripts, instead of 5. Right now I have to take a deep breath to spout off my opening because I don't use the verification tool, as that is slow at brining accounts up. I am sick of this useless c...
(continues)
ME - "Thank you for calling Cingular, may I please have your 10 digit wireless number."
Customer gives number.
ME - "Thank you, how can I assist?"
Customer gives problem I solve it, end the call, next call.
3 scripts, instead of 5. Right now I have to take a deep breath to spout off my opening because I don't use the verification tool, as that is slow at brining accounts up. I am sick of this useless c...
(continues)
...
Seems to me that customers want good service, not BS that wastes their time. So yeah, I'm feelin' ya.
...
That part that gets me is this last name hippie crap. First off, I have quite a long last name. Sencondly, I don't really want most of the pricks who call knowing anything close to a shred of personal information about me. That's why I'll be seriously lobbying my sup to use a pseudonym. And checking Canadian privacy legislation.
...
Yea i agree with ya.
Saying the affirmation statement at the end is kinda dumb too..
I always say "Is there anything else I could do for you?", but they want "Is there any other ISSUES I could resolve for you today".
First, its not all that different, but the 2nd one just sounds dorky. Secondly, on some calls you can't help the customer so they just yell back at ya "You DIDNT HELP ME AT ALL" which just makes them more angry than they were before.
Guess I have been lucky, I just keep saying "Is there anything else I could do for you?", and QA passes the call just fine.
Saying the affirmation statement at the end is kinda dumb too..
I always say "Is there anything else I could do for you?", but they want "Is there any other ISSUES I could resolve for you today".
First, its not all that different, but the 2nd one just sounds dorky. Secondly, on some calls you can't help the customer so they just yell back at ya "You DIDNT HELP ME AT ALL" which just makes them more angry than they were before.
Guess I have been lucky, I just keep saying "Is there anything else I could do for you?", and QA passes the call just fine.
...
