eBook: Scripting Templates to Help You Deal With Difficult Customers

With the economic effects of the pandemic still being felt, and the cost of living crisis kicking in, it’s inevitable that contact centres will be forced to field more calls from angry, emotional and distressed customers.
Strong agent support systems, and empathetic management, are essential. Training is important. But perhaps most crucial of all is the role of technology.

Creating and adapting conversation scripts that demonstrate empathy, understanding and a real desire to help can mollify emotional customers and make life considerably easier for stretched employees.

We understand it takes time to write scripts, which is why we’ve created this guide. Download to discover:

• Scripting examples for dealing with difficult customers through multiple channels – inbound calls, outbound calls, webchat, SMS and WhatsApp and email.
• Scripts for dealing with difficult customers through different use cases – customer service, sales and debt resolution.
• Top tips for writing your own call centre scripts.