Comments on: Dare to Care: Why You Can’t Script Sincerity in Customer Service https://www.customerservicemanager.com/dare-to-care-why-you-cant-script-sincerity-in-customer-service/ The Magazine for Customer Service Managers & Professionals Wed, 05 Oct 2022 16:23:23 +0000 hourly 1 By: Michael https://www.customerservicemanager.com/dare-to-care-why-you-cant-script-sincerity-in-customer-service/#comment-7755 Sun, 23 Oct 2016 12:32:44 +0000 http://www.customerservicemanager.com/?p=8192#comment-7755 For someone who has spent 15 years working in customer support I can tell you this. None of the agents on the phone do this because they like to do it but because it earns them money.

The human mind is not capable of this amount of empathy aimed at such a great mountain of people. I have spoken more than 10.000 people on the phone and would be an emotional wreck had I felt real empathy for all their problems.

In short, customer service should do only one thing. Listen to the problem and try to fix it. No false sentiments and be honest.

]]> By: Avatar Dialler https://www.customerservicemanager.com/dare-to-care-why-you-cant-script-sincerity-in-customer-service/#comment-5691 Mon, 30 May 2016 14:28:15 +0000 http://www.customerservicemanager.com/?p=8192#comment-5691 “A life not lived for others is not a life”, Customers feel relaxed and would share their problems when they realize the reps are sincere and ready to listen to the problems with focus and come out with the solution, but, In most of the call centers, they read their script and customers easily realize this thing! As your suggestion points out, we must hire the Executives who work with patience, empathy, passion and of course with sincerity, not like just reading the script. Your article helps the call center industry to groom their work and tricks as well!

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