Capitol City Speakers Bureau
  • Home
  • Speakers
  • Events
    • American Heart Month
    • Patient Safety Awareness Week
    • Stress Awareness Month
    • National Nurses Week
    • National Women's Health Week
    • Breast Cancer Awareness Month
  • Blog
  • Clients
  • Testimonials
  • What's New
  • About
  • Contact
  • Request
Capitol City Speakers Bureau
Picture

BLOG

We help you THRILL your audience!
800-397-3183
Call this number today!
Picture

Helping Your Staff Follow Scripts for Superior Customer Communication

10/24/2018

0 Comments

 
By Laurie Guest

​
Scripting, an often-overlooked technique in customer service, can make a big difference in the impression you give your guests.

For example, a customer at a retail location asks where a certain item is located. The response could be, “Hey, it’s over there in aisle three.”

The better, scripted response is, “I’d be happy to show you. Please follow me.” See the difference? We feel totally engaged with the person who used the scripted response.

I learned this concept at an early age. My dad would come in from a night of farming, go upstairs to take a shower, and then settle into his La-Z-Boy in the living room. On more than one occasion, he would turn to me and ask, “Pumpkin, will you run upstairs and get my slippers?”

Boy, did this drive me crazy. That man was just upstairs! Why couldn’t he get the slippers himself? One day I decided to educate my father to that fact. I said, “Dad, you were just upstairs. Why didn’t you get your slippers yourself?”

He then proceeded to teach me the best four words I’ve ever learned in my life. He explained, “Laurie, I’m your dad, and when I ask you to do something, you would be much better saying I’d – be – happy – to. I will feel better about asking you, and you will feel better about doing it.”

I didn’t understand at the time, but the lesson remained with me. Years later when I entered the work force and was taught the concept of scripting, I heard Dad’s words. I realized my dad had first taught me about putting the right words together to communicate the best possible impression.

Another area that falls under the topic of scripting is the taboo word list. These are words that our team had decided not to use. Of course, the list varies among industries. I’ve chosen my universal taboo words and provided replacement words or phrases.

The first one is the word “no.” Replace it with the word “actually.” When somebody questions, “Can I expect to receive that order tomorrow?” and you reply, “No, not going to be here,” it comes across as rude. If instead you respond, “Actually, it’s due to arrive on Friday,” it sounds courteous.

Another taboo word at our office was the word “busy.” We replaced is with the phase “currently assisting other patients.”

Next is the expression “there’s nothing we can do.” That is like throwing gasoline on a fire. There is always something more you can do. You can listen, empathize, or redirect.

For my healthcare clients, remember not to call guests by what they need, “Hey, we got a pap in room two.” There’s not a pap in room two. There’s a patient who needs a pap test in room two. Instead, refer to them by their names.

My final taboo phrase isn’t really taboo, but more of a pet peeve. It’s the sentence in our culture that bothers me more than any other, and it is so common. In fact, it’s impossible to go a day without hearing it. Any guesses?

The phrase is “How are you?”

Although it is a common greeting, do we expect an honest answer and then stick around to hear it? I think the replacement phrase for that is a simple “Hello,” or “Hello, nice to see you.” Only ask “How are you?” if you mean it and plan to stay engaged long enough to hear the answer.

Remember, if we don’t teach scripting, the staff will bring their own personalities and previous experiences in communication to the position. If they naturally excel at this task, you are all set. But years of training have taught me that many need help on this concept...

Looking for your next healthcare speaker? Get in touch with us at the Capitol City Speakers Bureau today to make your healthcare event a success!
0 Comments



Leave a Reply.

    Archives

    May 2022
    April 2022
    March 2022
    February 2022
    January 2022
    December 2021
    November 2021
    October 2021
    September 2021
    August 2021
    July 2021
    June 2021
    May 2021
    April 2021
    March 2021
    February 2021
    January 2021
    December 2020
    November 2020
    October 2020
    September 2020
    August 2020
    July 2020
    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    January 2020
    December 2019
    November 2019
    October 2019
    September 2019
    August 2019
    July 2019
    June 2019
    May 2019
    April 2019
    March 2019
    February 2019
    January 2019
    December 2018
    November 2018
    October 2018
    September 2018
    August 2018
    July 2018
    June 2018
    May 2018
    April 2018
    March 2018
    February 2018
    January 2018
    December 2017
    November 2017
    October 2017
    July 2017

    Categories

    All
    Amy Dee
    Andrew Busch
    Barbara Bartlein
    Beth Boynton
    Bobbe White
    Bobby White
    Chip Bell
    Christine Cashen
    Colette Carlson
    Courtney Clark
    David Glickman
    Donna Cardillo
    Jack Uldrich
    Joe Flower
    John O'Leary
    Jonathan Burroughs
    Josh Linkner
    Karyn Buxman
    Kathleen Pagana
    Kathleen Passanisi
    Kathy Dempsey
    Kenneth Kaufman
    Kristin Baird
    Laurie Guest
    LeAnn Thieman
    Marilyn Tam
    Mary Kelly
    Mel Robbins
    Roger Crawford
    Ron Culberson
    Shep Hyken
    Steve Berkowitz
    Steve Gilliland
    Tim Hague
    Vicki Hess
    Zonya Foco

    RSS Feed

Home

SPEAKERS

EVENTS

Blog

CLIENTS

ABOUT US

Contact

Copyright © 2022 Capitol City Speakers Bureau
  • Home
  • Speakers
  • Events
    • American Heart Month
    • Patient Safety Awareness Week
    • Stress Awareness Month
    • National Nurses Week
    • National Women's Health Week
    • Breast Cancer Awareness Month
  • Blog
  • Clients
  • Testimonials
  • What's New
  • About
  • Contact
  • Request