Do Customer Service Scripts Work?

You can’t go into a restaurant these days without hearing the scripted speech. “Hi, I’m Kelly and I’m your server.  I’ll be taking care of you tonight.  Would you like to start with something to drink?”  My question (not shared out loud) is, “If you are supposed to be taking care of me, why are you pusing alcohol on me?”

Poor scripts are a huge turn-off for customers. Scripts that are too patently obvious and obtrusive can work against the customer service effort you are trying to promote in your small business.  For example, one fast food franchise always tris to suggest menu items for me.  I usually end up shouting into the microphone at the drive-through, “I KNOW WHAT I WANT! LEAVE ME ALONE!”  Know what I mean?

But scripts used correctly can help you get customer compliance and actually add to the experience.  One example of a script that works:  In the office of a doctor/dentist/other health care provider, the patient stops at the front desk on the way out, and the front desk person says, “Would you like pay by check or debit card?”  Not, “Would you like to pay?” But assuming the patient is going to pay and prompting him or her to make that payment before leaving.  Simple and effective.

Effective Scripts Help Everyone. They help you, the small business owner, to be sure all employees are treating customers the same way and telling the same story.  They help your employees by giving them the exact words to say so they don’t have to fumble around.  And they help customers, because they know they are being given the same high quality service.

Implementing Scripts. The best way to implement scripts:

1. Start with words that sound genuine and natural. “I’ll be helping you today” doesn’t sound very genuine.  Find words that you would feel comfortable saying, and try them out on family and friends.

2. Work with all employees to make sure they use the scripts. Charge them a nickel every time they don’t, until the scripts are second nature to everyone.

3. Explain WHY you want them to use the scripts. People who are told why they are supposed to do something are much more compliant than people who are not told.

Finally, don’t be afraid to change a script if it isn’t working.  The “How would you like to pay today” script has been used by a friend of mine for many years.  But maybe it will be time soon for her to find something else.

Consider the benefits of using scripts, follow the guidelines, and see the positive effect on your customers.

Image: sxc.hu