Use A Telephone Script That Highlights Your Strengths! |
When we talk about using scripts, we're aspiring to reach a degree of UNIFORMITY in text, tone, and timing, and the typical goal set by managers is that everyone will be doing everything the same way, garnering the same great results all around. All that manager has to do is walk through the call center, and like a symphony conductor, he'll detect who is sticking to the score and who is striking false notes. But there are alternatives, if we're sophisticated in our scripting and management strategies. Literally, we can let a thousands presentations "bloom," enabling each telephone rep to do his or her own thing with the full blessing of management, advises this top speaker and trainer, best-selling author, TV and radio commentator, and creator of the innovative PhoneMasters Training Program.
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