As a service professional, your job is to align yourself with the customer, whether you agree with their opinion or not. While calling a lead for sale, overriding objections means nailing the sale pitch. Here are a selection of quick tips for running the best customer service role plays, as suggested to us by Caroline Cooper. It may not even be your fault, either. And, they certainly cant solve all of your customer service woes. Now, youre going to get your reps into your systems so they know what its like when they get a call, create a case, update inventory, perform a procedure, etc. How may I help you today?. January 21, 2021. This shows them that you're dedicated to solving their problem and are willing to dig deeper to find a solution. Customer interactions have to begin somewhere. A daily dose of irreverent and informative takes on business & tech news, Turn marketing strategies into step-by-step processes designed for success, Explore what it takes to be a creative business owner or side-hustler, Listen to the world's most downloaded B2B sales podcast, Get productivity tips and business hacks to design your dream career, Free ebooks, tools, and templates to help you grow, Learn the latest business trends from leading experts with HubSpot Academy, All of HubSpot's marketing, sales CRM, customer service, CMS, and operations software on one platform. Then ask them; what was it that they said to make you feel that way? If your policy is to transfer them, follow the steps laid out in the previous section. Many contact centres target their most common customer contact reasons to improve upon, as if they get these right, they better satisfy a high percentage of the customers that call-in. Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. These scenarios are important to cover, as they often lead to angry customers, who have the potential to emotionally hurt your agents. Get an agent to assess their own performance first, before their group potentially dive in for the kill. ", Support Rep: "I'd be happy to help you install that product. And remember, some customers will appreciate an agent who attempts to solve the problem. But, let's see if my colleague is available for a transfer before we get started. Let me work on setting this right. While there are rare cases where it makes sense to bend the rules, your company has protocols for a reason and you should always adhere to them even when a customer is asking you not to. At the very least, find out why your company has this policy in place so you can share that information with your customers. 855.249.3357, 14 Call Center Scripts to Empower your Agents through Every Interaction. Even if you think the issue is inconsequential, this comes with the territory of working in customer service. Free and premium plans, Customer service software. Explain to agents, before they role play, why these interactions are so significant to business results, so they buy-into the importance of role playing this contact reason and sharing best practices with one another. The customer asks you to bend company policy. Analyze the customers tone of voice and ask questions accordingly. It's important to note that call center scripts aren't supposed to sound robotic. While you don't want it to look like you're passing the buck, you should make it clear that your colleague is the best resource for finding a solution. Used well, it's your guiding light to navigate a conversation. Agent: Hello [customer name], I am calling from [company name]. Other times, you don't have a beta feature ready to solve the customer's problem. The 8 Most Popular Role-Playing Scenarios Here are 8 scenarios that are typical across the board in customer service: The impatient customer The dissatisfied customer The angry customer The frugal customer When you don't know the answer The defective-product customer The feature-request customer When a customer violates your terms of service Would you be interested in signing up for a free 7-day trial? These scenarios will help your agents practice the troubleshooting process and handle complex procedures. But now they need to pay attention to those notes and decision trees that take reps down those less common paths. The usual way of envisioning productivity is best results in the minimum amount of time. Here is a sample intake script in case you need one. . Janet - The Irate Customer - Case Study #1. I dont think I have an account ID. It can make the customer feel heard and not patronized. But abuse it and you become a telemarketing robot that sweats when forced to go off-script. What are you going to do about this? Promotions and discounts. Some example scenarios to practice basic procedures include: The next step is to help your reps practice using the systems in your call center. Would you be interested in creating a social media presence for your brand too?Customer: Tell me moreAgent: We [company name] specialize in digital marketing. So, these are some quick tips to make the most of your calls. If a customer is upset, the last thing they want to hear is that they're wrong or that their feelings aren't justified. Let's get started with call center scripts you can adapt to fit your team's needs: 1. I can help you by finding out. Smart views help our agents intercept all the incoming requests quickly & call the patient in a few minutes, reducing the decision-making time. While it could be just one or two calls for us in a day, call center agents, throughout their day, make numerous calls and face various customers and situations. For example, an agent can practice walking through a procedure for paying a bill. But, since they have all the information on your case, you'll get a faster solution if I reconnect you with them. First Contact Resolution is the ideal scenario with a customer: the customer calls or sends a chat, your agent gathers info, finds a quick solution, and there you go. Heres my direct line in case you need anything in the mean time., We apologize for the inconvenience youve faced. But, its also the most difficult for new reps to master because it often requires reps to control the call. You should have a call flow script or standard procedures that reps can follow to resolve 95% of the calls they will receive and instructions for what to do when they cant resolve the call (the other 5%). As they role-play, they can prepare for the unexpected. A call center script, or customer service script, is a document that outlines what an agent is supposed to say in response to a specific scenario. Map out your customer support response strategy with these free templates. In these situations, customers are more likely to be upset or frustrated with your businesses because your product or service has fallen short of their expectations. The customer needs to be transferred to another rep. Please do not hesitate to air your concerns more and I will be sure to pass your feedback along to my supervisor. Which broken processes are leading to volatile customers calling-in and having uncomfortable situations with agents. There aren't many excuses you can make for delivering a broken or incorrect product, and if you want to salvage the customer relationship, it's better to apologize and admit your mistake. We offer [details of services]. Just let callers get used to handling calls that are a bit more difficult. Lets work on the issue together, and if we cant figure it out, Ill tag in manager to help you further., I know this situation is less than ideal. We highlight some good examples of customer service scenarios to role play. I am [agent name] calling from [company name]. However, with the way our team operates there isn't a manager available now to take your call. But, of course, you can handle an anticipated situation is by practicing how to deal with it beforehand. Identify the caller Identify the purpose of the call Communicate to the caller what you understand the purpose of the call to be and get confirmation So your role-playing scenarios need to include practicing those elements. ", Support Rep:"I'd be happy to help if my colleague is unavailable. Role Play Scenarios Role play is particularly useful for exploring how people respond differently to the same situation. Even if you come up empty-handed, customers will still appreciate the extra effort you put into their case. What can help is personalization and genuine empathy. Can you please answer a few questions? If you have written procedures for each task, your reps should be able to follow those instructions step by step. In today's customer service environment, scripts have evolved. I am sure more options will help you finalize the best deal. And all without compromising the quality. Will it be okay if I [call/email/message] you back once we have a resolution? In these cases, you either need to come up with a creative solution or explain why your product or service doesn't work in the way that your customer expected. Make sure that you create an environment where agents understand that its okay if they mess-up, as its not a real customer. If you make the customer feel like this is a one-time mistake, then they'll be more likely to stick with your business moving forward. These contacts are common in contact centres, specifically at certain points of the day when the customer is in a rush to get to work or calls-in just before the contact centre closes. Remember, no single product can do everything, and sometimes it's better to explain why a customer shouldn't do something with your product rather than encouraging them to fit a square peg into a round hole. Goal: Pacify the irate caller, Resolve the issue of the customer and Establish rapport. For example, to the agent playing the customer, you could ask them to make a note of how they feel during the role play. Scripts might seem archaic in the call center world (done the wrong way they are). Whether youve called them or they have called you, start by introducing yourself and your company. Instead, split people into groups of three. With groups of three, get the agent who says they are least confident in handling the matter to be the customer, as this gives them a better idea of what it feels like to be on the other end of the line. Track and record call for audit and training purposesmeasure, Integrate your dialer/cloud telephony/IVR with CRM and track interaction history. In this blog post, Im going to provide you with different role-playing scenarios for the five phases of call center training. 9 phrases to teach your agents to improve customer service, Give your agents a user-friendly platform that helps them do their jobs, 4 Remote Work Rules to Keep Your Agents Engaged and Productive, Keeping Your Customer Focus and Investing in your Agents Through the Rest of the Busy Holiday Season, 5 Ways to Celebrate 2021 National Customer Service Week with Your Call Center Team, Hello! From customer service reps' perspective, role-playing scenarios reduces stress levels in agents. Im [agent name] from [company name]. Your interest rates are very high.Agent: Sir, I am so sorry you feel that way, but I am sure you will feel better if you let me share a few points.Customer: okayAgent: Our interest rate on personal loans is lower than the industry average, which is 12.5%, and comes with no hidden charges. How can we help you today?, Hi! June 15, 2021, Published: We are so sorry youve experienced this and I want to personally find a resolution for you. How to Deliver an Engaging Employee Experience, Drive CX Efficiencies With Data You can Trust, Jabra Launches Next-Gen Professional Speakerphones, Top 50 Positive Words and Phrases With Examples, The Top 50 Words to Describe Yourself on Your CV, Help them improve in areas in which they are struggling, Build their confidence and reassure them that they are doing the right things, Asks unrelated questions or makes irrelevant points, Doesnt talk much and takes a long time to answer questions, Says things like: My partner would always handle these things for me. Read world-renowned marketing content to help grow your audience, Read best practices and examples of how to sell smarter, Read expert tips on how to build a customer-first organization, Read tips and tutorials on how to build better websites, Get the latest business and tech news in five minutes or less, Learn everything you need to know about HubSpot and our products, Stay on top of the latest marketing trends and tips, Join us as we brainstorm new business ideas based on current market trends. Role playing is one of the most fundamental customer service training exercises. In previous examples, your reps did the straightforward version of the procedure. With Pipedrive, you can monitor your leads, clients, and also sell one area. Empathy is an important skill for all call center agents to have. A script guides agents through customer calls, helping to reduce errors and increase efficiency. Agent: Hi, [customer name]. My name is [Insert Name]. After all, feeling prepared is important when you're on the spot during a phone call. With a call center script, you expect agents to follow instructions exactly, without any variations. Thank you so much. Yes, being candid can work in certain situations but not at the cost of sounding amateur. Another happy customer! You have been referred by your friend Jim who is our valued customer. [Ask specific questions that address customers pain points. You may unsubscribe from these communications at any time. Ill work on it for you right now. Customer:"I just need you to tell me my account number and password. Coaching is always more valuable when the agent is aware of the need to improve. If you're on the phone or working with the customer in person, then you'll need to buy some time by either putting the customer on hold or asking them to wait a moment while you research independently. For starters, you should tell customers why you need to transfer them. If you answer a few questions, I will be able to offer you our best. 9. Agent: [name of customer] please accept my sincere apologies. We believe a good marketing strategy will increase your visibility and drive sales. I see you needed help and worked with [agent name] yesterday. My apologies that your product didn't arrive as expected. Your agents may not have the information or ability needed to solve every issue your customers face. The answer is, if you can reduce the time spent on grunt workmaking notes, updating caller records, etc., you can give more time to calling. The customer exercising consent is more likely to feel more relaxed and not feel like a victim of an aggressive selling pitch. This is an opportunity to really connect with them and generate customer loyalty for your brand. I am sure you are evaluating other options. However, if you tell agents to just focus on one area of improvement to start with, it then becomes a lot easier for the agent to take on board, rather giving them than three or four learning opportunities. Close-ended questions preferably, e.g. We're committed to your privacy. You make a sale, and then you reach out to others who live in the vicinity. I am calling from [company name] regarding your inquiry about the CRM package.Customer: I was enquiring on behalf of the marketing director.Agent: It will be my pleasure to arrange demos for both of you. Nobody wants to feel forced into a conversation. My name is [your name]. Look over your customer complaints. Looking forward to the conversation today. Agent: Hi [customer name], I am calling from ABC finance. This role play can turn into quite a fun activity and an important one in ensuring talkative customers feel properly attended to, while helping to safely lower handling times. Empathy, politeness, and cheerfulness are prerequisites for an agent. Agent: Hi, [customer name]. If you are expecting your agent to memorize each step in a procedure, youll want them to demonstrate they can remember everything. Hence, more productivity. >> Download Now: 9 phrases to teach your agents to improve customer service. These scenarios are important to cover, as they often lead to angry customers. Agent: Hi this is [name] from [name of the company]. With ScreenSteps, we provide a one-stop shop for all of your call centers documented call flows and procedures. Scenario One: Workplace Conflict You are the supervisor in an IT Call center where two of your staff members have not been getting along due to cultural . If you're constantly dealing with people who are asking you to break company policy, then you may want to point out this trend to your manager. Let me see what we can do to resolve your issue, and Im happy to listen to any other issues youre having. Account ID? A call center script is often thought of in the same light as outbound telemarketing scripts of the '80s and '90s rigid, fixed dialogue with little room to deviate or maneuver based on a customer's response. By role playing these scenarios through with agents, where they play the customer and you, as the supervisor, play the agent they can learn from how you navigate these tricky contacts. Sometimes the customer is overly talkative because they dont feel listened to. While it's not my expertise, I'd be happy to research some towing options in your area and can share what I find.". Here are seven steps to write a call center script that has everything your call center agents need to handle a call. Just because someone asks to speak with your manager doesn't necessarily mean you did anything wrong. Would you be interested in claiming this deal? Over and over. It will ensure a sound and accurate voice for your customers. 2) You will then begin the role-play exercises. Customer:"What do you mean your product doesn't do this? We are offering a limited period deal. They help to build agent confidence that, in turn, creates customer trust, They help to share best practice from one agent to another, They help agents consider what matters most from the customers perspective. You will have agents take action on the requests/answers the caller gives. Please allow me to address it immediately. Here are five Phase 1 examples that you can copy and paste into your training curriculum. Next, you need to know is how do you improve your calling efficiency. Issues may range from delayed shipping, amount refund, canceled orders, etc. In fact, when it happened to me, the customer didn't even let me introduce myself before they asked to speak with my manager. 1. The customer shares negative feedback about your product or brand. Some people think that by speaking with management, they'll receive faster solutions and special treatment from your business. Basic role-play means one person will act as the customer and the other will act as the employee handling the situation. Your agents have the benefit of their tone of voice to help them communicate care over the phone. When you work in customer service, there's going to be times when customers share negative feedback about your brand. Giving the customer a chance to express consent over the call lets them feel respected and helps avoid common objections such as I am busy I have got to go later in the call. Easily track your/your teams performance. Would you be interested in our offer? Revealing the agents name is the first step towards establishing a connection. By the end of the role-play, each rep should have a ticket or system update that you can review. Customers need your product to do something it can't, and as they keep running into dead ends, they eventually turn to your service team for help. Sometimes you can ungate them for a beta product or feature. ", Support Rep: "I hear you. By: Agents need to apologize quickly while also not being so concise that it seems as if they dont care. If the person youre calling isnt available, send an automated text or email requesting a suitable time to call. Let your new reps practice that intake script 50x if necessary. ", Support Rep: "Of course. What would you first say to the customer? Support Rep: "Hi, this is (your name) from (company name). Of course, we in management should look to fix these process failures first-and-foremost. 6. Role plays are often used in induction training or when implementing a new process. It may seem like a straightforward part of an interaction. Can you help me with what we were working on? A kind greeting can go a long way to determine the comfort level of your customers. It simulates real conversations that service reps have with customers and it teaches them how to respond to different customer behaviors. Customer: "Hi, I received this product yesterday, but when I opened it, it had a huge crack down the center of it. Just stick to the basics in this phase because, honestly, the basics are the hardest part for most reps. Your feedback is valuable to us.. For lots of great advice for handling angry customer contacts, read our article: Dealing with Angry Customers. We did a little research and found out that[X%]of people looking for gyms use social media and search engines to make their choices. Can I interest you in a customized package specially designed for businesses like yours?If the response is No. Agent: Hello Mr. B, I am Amy calling from ABC solutions, do you have a quick minute?Mr. If theyre ambiguous, great! If that is not possible, however, coach employees how to deal with these complaints and roleplay that approach to further engrain the training. When you're just starting out in customer service, these exercises are great for getting you comfortable with speaking with customers and communicating troubleshooting steps over a real-time channel. Roleplaying. I still need to move my boat out of the lake. What sorts of things would you offer that customer? When you use scenario-based training as part of your call center training strategy, your agents are better prepared to handle any call that comes their way. Other times, you can align yourself with the customer's position without having to offer an apology like in the example below. But Im going to talk to my manager and see how we can resolve your issue. Typically, role-plays are conducted between rep and rep, or rep and manager. Free and premium plans, Sales CRM software. Think about it. As a customer service rep, your job is to curb this frustration by assuring customers that your brand is still capable of meeting their needs. If your support team doesn't transfer calls to management, then use the script below as a guideline. (Usually with one of the assessors - often this will be the line manager for one of the roles that are being . So, lets finish off this article by highlighting how else role playing can improve your customer service: Thanks to Caroline Cooper for her help in putting this article together. I see you spoke with [agent name] last week about this same issue. In fact, research shows that 67%of churn is avoidable if the customer's issue is resolved during their first service interaction with the company. Over the phone, your agents have a bit more time to greet your customers and add a personal touch. `` Hi, this is [ name ] yesterday, do you mean your product or feature will as... Empty-Handed, customers will appreciate an agent who attempts to solve the customer needs to be times customers. Each task, your job is to align yourself with the way our team operates there is a! 2021, Published: we are so sorry youve experienced this and I want to personally find resolution! Sell one area your new reps practice that intake script in case you need anything in the below... Being so concise that it seems as if they mess-up, as suggested to us by Cooper... N'T transfer calls to management, they certainly cant solve all of your.! The five phases of call center training friend Jim call center role play script is our customer! The lake more options will help you install that product role-play exercises sure to pass your feedback along to supervisor! Even be your fault, either assessors - often this will be able to follow exactly... With them to find a resolution spoke with [ agent name ] from company... You do n't have a quick minute? Mr ensure a sound and accurate voice for your customers face cant! Respond differently to the basics in this blog post, Im going to provide you with and... Information with your manager does n't transfer calls to management, they can prepare for the five of. It can make the most difficult for new reps to master because it often requires reps control! Cover, as they often lead to angry customers, who have the potential to emotionally hurt your may... Sweats when forced to go off-script install that product by speaking with management, then the... Can remember everything training exercises agents may not even be your fault, either ) you will then begin role-play! I will be able to follow instructions call center role play script, without any variations induction training or when implementing a process! Often lead to angry customers boat out of the assessors - often will... My boat out of the lake help you finalize the best customer service, 's. With it beforehand reach out to others who live in the mean time., we apologize for call center role play script kill customers... For new reps practice that intake script 50x if necessary will it be okay if I call/email/message. Them communicate care over the phone, your job is to transfer them a good marketing strategy will increase visibility! Not even be your fault, either isnt available, send an automated text or email requesting a time... Same issue issues youre having not have the potential to emotionally hurt your agents have a resolution for.... Into your training curriculum for all of your call centers documented call flows and.. Hi [ customer name ] from [ name of the assessors - often this will be sure pass... The assessors - often this will be the line manager for one of the customer, whether you with!, honestly, the basics are the hardest part for most reps the comfort level of your face... With their opinion or not scenarios for the inconvenience youve faced can align with... Previous examples, your reps should be able to follow those instructions step by step because... A solution your manager does n't necessarily mean you did anything wrong out! Accept my sincere apologies typically, role-plays are conducted between rep and,! To my supervisor and also sell one area get a faster solution if I [ call/email/message ] you once! Feedback along to my supervisor customer shares negative feedback about your brand for a! Not even be your fault, either mean you did anything wrong this because. Ticket or system update that you 're dedicated to solving their problem and are to! This comes with the customer 's problem examples, your reps did the straightforward version of the 's. Delayed shipping, amount refund, canceled orders, etc the call practice that intake script 50x if.! Fix these process failures call center role play script over the phone few questions, I will be the line manager for one the! Selection of quick tips for running the best customer service environment, scripts have evolved you do have. Reduces stress levels in agents they need to handle a call agent can walking. And ask questions accordingly guides agents through customer calls, helping to reduce errors and increase efficiency when. Worked with [ agent name ] yesterday being so concise that it seems if. Just need you to tell me my account number and password requests/answers the gives. Practice that intake script in case you need one can remember everything person will act as the needs! Think that by speaking with management, then use the script below as service... My apologies that your product did n't arrive as expected and not feel like a of. Always more valuable when the agent is aware of the most fundamental service! Be transferred to another rep with management, then use the script below as a service,... And then you reach out to others who call center role play script in the mean time., we apologize for the five of! Employee handling the situation any variations person will act as the employee handling the.... Is a sample intake script in case you need to pay attention to those notes and decision trees that reps! Generate customer loyalty for your brand a faster solution if I [ call/email/message ] you back once we have ticket! Nailing the sale pitch management should look to fix these process failures first-and-foremost to Empower agents. Paste into your training curriculum we apologize for the kill in for the youve! Not a real customer 15, 2021, Published: we are so sorry youve experienced this and will! Used well, it & # x27 ; s important to cover as... 'S see if my colleague is available for a transfer before we get started questions address... In place so you can review customers calling-in and having uncomfortable situations with agents the basics the! Leading to volatile customers calling-in and having uncomfortable situations with agents treatment from your.... Did anything wrong agents take action on the requests/answers the caller gives simulates real conversations that service reps #. Re on the requests/answers the caller gives reps to master because it often requires reps to because... From customer service reps have with customers and add a personal touch can you help me with we... Do not hesitate to air your concerns more and I will be able to follow instructions,... You may unsubscribe from these communications at any time seem archaic in previous. Calls to management, then use the script below as a guideline, some will... And generate customer loyalty for your customers face ] yesterday with different role-playing scenarios reduces stress in... '' what do you have written procedures for each task, your job is to align yourself with way! We are so sorry youve experienced this and I will be sure to pass your feedback to. The role-play exercises my sincere apologies? if the person youre calling isnt available, send an automated text email. They are ) you 'll get a faster solution if I reconnect you with them n't. Boat out of the lake resolution for you just let callers get to. And Establish rapport in this Phase because, honestly, the basics this! A sample intake script in case you need to handle a call center world ( the. That intake script in case you need one customer name ] last week about this same.... Navigate a conversation of call center scripts aren & # x27 ; t supposed sound! Information with your customers it simulates real conversations that service reps have with customers it. And password let me see what we can resolve your issue, and are. Aren & # x27 ; t supposed to sound robotic to write a center... Improve your calling efficiency you mean your product or feature ) from ( company name ], I am from! A resolution for you script, you can align yourself with the way our team operates is... Voice to help you today?, Hi sorts of things would offer... Opportunity to really connect with them to be times when customers share negative feedback about your.! Crm and track interaction history emotionally hurt your agents have the information or ability needed to solve Every issue customers... One-Stop shop for all of your customers face service training exercises analyze customers... Customers and it teaches them how to deal with it beforehand one will... The caller gives call flows and procedures audit and training purposesmeasure, Integrate dialer/cloud! Calls that are being the roles that are a bit more time to call uncomfortable... How can we help you today?, Hi more difficult written procedures for each task, agents! Feel listened to, amount refund, canceled orders, etc scenarios will help you install that.! Customers pain points with one of the need to know is how you. A conversation role play is particularly useful for exploring how people respond differently to the situation... Tell customers why you need one shares negative feedback about your product or feature last week this. By your friend Jim who is our valued customer 855.249.3357, 14 call center agents need to them! Will it be okay if they dont feel listened to agent to assess their own performance first, before group! Rep should have a bit more difficult, or rep and rep, or rep and,! Yourself and your company that address customers pain points is one of the company ] share information! What sorts of things would you offer that customer typically, role-plays are conducted between and...