Module 3 : Call Scripts and Individual style
3.1 Call Scripts and Individual style There is a huge difference between using a call script to support you (ensuring you remember salient points and follow a pattern of information delivery that has been proven to be effective) and reading a script like a robot. Mechanical regurgitation of written text really irritates callers - especially when telephone operators seem unable or unwilling to answer a question and instead keep reading the same line of the script repeatedly! Bad experiences ...
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