101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 44
Scripting Better Responses
Service people are often reluctant to use scripts, for fear they will sound robotic or mechanical in their interactions with customers. And that can happen. But service scripts can work effectively as guidelines when (1) they are short and easy to remember; (2) they are developed around situations that are important to customers; (3) people are free to put the thoughts into their own words so they don’t sound forced or mechanical.PURPOSE:
✓ To create positive responses to nagging problems
✓ To build consistency in associate responses
✓ To practice the scripts to create a change in behavior
TIME: 30 minutesDIRECTIONS:
1. Remind participants that there are common problems, questions, and situations customers will present, to which they will need to respond, many times per day or week. Ask participants to help create a list of what these problems and questions are. List them on a chart paper or white board.
2. Explain that the goal of this activity is to build consistency in how the group responds to these pesky issues. You will do that by scripting some positive responses.

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