I have the pleasure of coaching CSRs over the phone. The ultimate goal of our time together is to raise their Tooty scores. I usually begin by asking, “How do you use your script right now? Do you have it somewhere that allows you to refer to it at a glance or do you write on a script during the call?” The majority of CSRs will confess that they have the scripts in a folder or taped to the wall, but don’t actually use them.
Would your CSRs say scripts work best when-
A) Used as a coaster for a coffee mug
B) Used as a magnet to capture flies and dust bunnies