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Complaint responses scripts

Question: 
Do you recommend having scripts to respond to complaints received over the phone and do you recommend taping the conversations?
Answer: 

I call these "talk-offs" and I highly recommend them. Very often when you launch a new product, service or institute a change you'll get the same question over and over. By providing a script, or a talk-off, you know that you deliver a consistent answer throughout the organization.
Remember in certain instances, especially when dealing with non-recurring issues, you may find that using scripts may not be the best approach. In those cases, responses specific to the individual instance may be the best approach.
And recording for quality assurance is a good idea, assuming permission is requested as needed.
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Learn more about Andy Zavoina’s webinar
Complaints – It’s not Yada Yada Yada

First published on 03/03/2019

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