Swapped from email scripts to bullet points and calls got way shorter

I used to follow these long corporate email scripts word for word when talking to customers. Last month I got tired of people interrupting me mid-sentence, so I switched to just using bullet points on a sticky note. Now I hit the main points in under 2 minutes instead of rambling for 5. Has anyone else ditched the official script and seen better results?

2 comments

2 Comments

cora_perez26d ago

ugh hard disagree honestly. scripts exist for a reason especially in customer service. when you just hit bullet points you miss all the nuance and polite cushioning that keeps people from getting defensive. customers need that extra context to feel heard not just a checklist. also if you skip the script you're way more likely to forget important compliance stuff or key details that could bite you later. plus shorter calls don't automatically mean better calls. some people need that ramble time to actually process what you're saying. bullet points just make you sound like a robot ticking boxes.

stella27926d ago

Is that not exactly what happened to you once too? I had a call where I just used bullet points and the customer kept saying "ok but what does that actually mean for me" and I had to backtrack hard. Scripts give you those little phrases that soften the blow like "I completely understand how that must feel" which bullet points just skip over completely. There's also the compliance side, I honestly forget half the required disclosures if I don't have them written out in full. And you're right about call length, a 5 minute call where the customer hangs up still confused is way worse than an 8 minute one where they actually get it. Bullet points work fine for me only if I already know the person or it's a super simple issue, but for new customers they just leave too much room for misinterpretation.