scripts for customer service Archives - Tooty Inc

I Hate Scripts

Tooty Inc — Thu, 21 Jun 2018 16:01:14 +0000

You and I have heard the declaration “I hate scripts!” more than once. We aren’t going to dwell on why you or someone you work with might get angry at the mention of a script. I want to point out what you and your team are missing when these great tools are left to gather […]

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Action Versus Intention

Tooty Inc — Mon, 07 May 2018 16:07:35 +0000

In customer service our attention tends to go towards putting out fires. Goals for improving or changing a process are put on the back burner for so long that we forget we ever had goals. It’s exciting and motivating to be able to share with you how others have been able to improve and innovate […]

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Customer Service Training- Eye on the Ball

Tooty Inc — Mon, 10 Jul 2017 14:33:49 +0000

In 2016, the Chicago Cubs won the World Series after a 108-year drought. The drought was not only the longest in major league baseball, but according to Wikipedia it was the longest in all major North American sports. They had great players, managers and games along the way and still didn’t achieve their goal of […]

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Customer Service Department Efficiency

Tooty Inc — Wed, 03 May 2017 19:03:02 +0000

I recently had a manager ask me why having a customer hold for over 10 minutes deserved a zero score. She rationalized her location’s long hold times by saying she had waited on hold for 30 minutes with a vendor when she called her corporate office. Although a 10-minute hold is better than a 30-minute […]

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Preparing for A Price Increase to Your Customers

Tooty Inc — Wed, 25 Jan 2017 16:19:50 +0000

There is a lot that goes into implementing a price increase to your customer base. Operations, sales, accounting and many others need to coordinate what will happen and when. Customer service needs to brace for an influx of customer calls by adding additional staffing, some of whom may be temps or support staff within the […]

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Scripts, Secret Shopper and Training

Tooty Inc — Fri, 30 Sep 2016 21:14:50 +0000

A few years ago I had a prospective customer tell me that they did not need the services that Tooty provides because they had the best customer service he had ever witnessed. He added in that the customer service department was well-run, sales were up and their customer satisfaction scores were all above average. The […]

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Automated Messages and Hold Music Can Create Angry Customers

Tooty Inc — Tue, 12 Apr 2016 19:26:56 +0000

Having irritating hold music or an out of date or out of tune automated message for your customers is the equivalent of having a sign on your door that says Keep Out. In customer service we often talk about hold time and how long a customer is willing to hold before hanging up. But how […]

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Get Rid of the Robot

Tooty Inc — Thu, 25 Feb 2016 20:30:27 +0000

Five year old Hunter asked me why he couldn’t burp out loud in Chick-fil-A. I tried to keep from laughing as I told him it wasn’t polite. I didn’t know if a 5 year old knew the meaning of polite and I really wanted to make sure he understood that burping out loud was not […]

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