After a bad experience involving a credit card issue with his daughter who was traveling, the author emphasizes why using scripts in customer service is necessary. Representatives need to be aware of the and even practicing scenarios in which they need to provide customer service in some unusual circumstances. Make sure a supervisor is always available, if that is not possible make sure that it’s supervisor is able to call back within an timely manner. Using scripting in customer service can save your company’s image in the long run.
Read more: Why Customer Service Scripting IS Necessary – Customer Think
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