Inbound Service Script Models Guide
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ScribdTranslationsInbound Service Script Models Guide
Translated by
ScribdTranslationsScript Models of
Inbound Service
Learn what it is, how to apply it, and see script templates for
service for your company.
Introduction
First of all, what is
a service script?
Theservicescriptit's a technique used to give
fluency and a more objective line of reasoning in the service
to the consumer. It assists the attendant in having a direction and
Benefits of the service script
AIDC research(International Data When you have a script, you don't run the risk.
Corporation showed that customers to forget key points that must be
prefer to talk to people instead of passed or made throughout the
robots, especially when they need to service, whether online or by phone.
resolve more complex situations.
In addition to offering a quality in
This already shows the importance, for it is customer service, prevents the anxiety of ensuring
fundamental that the company establishes everything that needs to be resolved or
The script in customer reception
In the case of inbound service, which briefly is
when the customer searches and calls your company to request
Having a customer service reception script is
essential for the company to be able to communicate
better with your consumers, understand their problems and
how your solutions can assist you.
Before setting up your script
1. Know your audience:
First, in the case of inbound service, the
consumers who take the initial step and enter into
contact with your company. So think about:
who is this audience? What do they need? How do they
Before you create your script:
2. Stages of service:
As we talked a little above, the script works as a guide,
knowing you, exactly what information you need to gather and
treat throughout an interaction, turn the guide into a map for
that he provides effective guidance. A very practical example:
Greeting
2. Registration / Information
Customer Service Script Models
Requests / Questions
Good morning/good afternoon,<company name>,<your 4.1 If it is a first level service,
name>. How are you? Who am I speaking with? you can also follow this way: "Do you want
Wait for identification. talk to which department/professional?
Hello, <person's name>! How can I help? And so, knowing the contact that is not being
"help?" Listen very carefully and if possible, directly attended by the department, it is
Service Attendant Script Models
Appointments
Good morning/good afternoon, <company name>, <your
Sure, <name of the person>! Your schedule is
name>. How can I help? scheduled for <repeat the day and time>. You
Wait for the response and the type of scheduling that Can I help you with anything else?
the person wishes. If not necessary, end with 'Have a'
a great day/weekend.
Suggestions for important data for execution
Service Script Models
Technical support
Good morning/good afternoon, <company name>, 4. With the problem solved throughout the
<your name>. How can I help? connection, you can finish: "<client's name>, "
Wait for the customer to describe their problem with We have already fixed the problem! Can I help you with something?
pay close attention and show that you are but? Wait for the confirmation.
is understanding the case.
Sure! Thank you for informing us about the case,
I understand your problem and I will help you! we will work to ensure this does not happen again. If
About Prestus
APrestusit is a company specialized in human service and
customized for over 11 years, we serve on behalf of
Companies from all over Brazil.
If after reading this content, you find yourself in the need to elevate
the level of service of your company through a team
professional, know that our team of Shared Secretaries