Being confident. By conveying confidence the customer knows straight away that their case is going to be dealt with by a professional and that they can trust us.
Being prepared. We have a script that helps us get all the vital information we need to deal with the customer’s query. We don’t rely on it heavily but it gives us a base to ensure we ask all the important questions to get a clearer picture of the situation. Being prepared allows us to show the customer we know what we are doing but, most importantly, we can get the case logged and assigned without having to go back to the customer for more information. It’s important to note that scripts are not rigid. They are there as a guide, checklist, to help you get the right information. It’s very important to add your own personality to it.