Impeccable Rapport

Customer Experience Tip #1645

Scripting (prepared word tracks to foster customer engagement) can be useful as long as you remember these critical points: 1) practice until you feel you’ve made those words your own; feel natural (they cannot sound scripted); 2) one size does not fit all (if you’re following a script or word track, it must be tailored to each customer’s style); 3) be customer-centric (you’re speaking with another human being — most importantly, appreciate the opportunity at hand, acknowledge the human being engaging with you, be kind, be respectful, and put their best interests before your own agenda).

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