Why Scripting is Bad - How to Talk to Customers Properly

When a call center calls a customer and talks to them with a pre-written script, the customer already understands that the conversation will be boring and monotonous, so in most cases they hang up.

Template answers are annoying to people, because at this time their questions are not taken seriously.

There are several more situations when scripts cause indignation - and not only among customers, but also among employees:

❌ Lack of maneuverability.

When a manager works according to a script, it becomes difficult to manage a non-standard situation, because he is already used to working according to standards. For example, a customer says that he has already purchased a similar product from a competitor, but was disappointed. At this time, instead of understanding the customer's problem, the manager continues to sell his product, because the script is written that way. Ultimately, at this time the customer realizes that your goal is only to sell, not to solve his problem.

❌ Endless sales process.

Sometimes it is obvious to the manager that the customer is not interested in the product. At this time, there is no point in continuing the conversation with him. But according to the script, you do not finish the conversation with him, which is why you waste both his time and yours.

❌ Monotony.

Most scripts are similar and monotonous. When a customer calls a company with the same product/service, their style of conversation is almost identical, which makes the information you provide uninteresting. Even a slight similarity automatically causes irritation in the customer, and at this time, no matter how good an offer you have for him, he will no longer listen to you.

❌ Lack of personal responsibility.

When at the end of the month the question arises - why there are no sales, managers shrug their shoulders and say: we worked according to the script, we don’t know why there are no sales.

The problem goes back to the script, because managers are dependent on the script and do not go beyond it. They do not look for alternative solutions, which is very important in the field of sales today.

The fact that each employee of the company should speak the same language does not mean that they should not look for any new ways to solve the problem.

When does a script help us?

In addition to the disadvantages listed above, a script can also have advantages. Here is an example:

✅ The arrival of a new employee.

✅ New employee arrival.

When a new employee comes to the company, he may have little or no experience in your field. He may not know how to talk to customers at first. At this time, in order to reduce the number of errors and quickly integrate the new employee into the work process, scripts are written. (For example: how to start a conversation). With scripts, communication may not look perfect, but it is better than forgetting to say something important and delaying a difficult question.

✅ Creating a single standard of communication.

For example, a company represents a specific business - in the construction sector. In this case, calls made on behalf of the company should be in the same style, so that the customer understands from where they are calling from the very first communication. In order not to tarnish your reputation, it is easier to write a script that teaches your employee communication standards and rules, which will be common to everyone.

How do we create a script that will really work?

Create a script that reflects communication techniques, rules and norms, but which will not put your employee in a rigid framework. It should be a kind of guide that will help the employee establish correct communication with customers, which helps to be on the same wavelength with customers. It unites the company and the people who use the products and services of this company.

Many have ideas, but solutions - only Lemons.ge!

Lemons.ge team is always by your side when you need a creative vision and real results.

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