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Scripting: The Security Blanket Your Business Needs

Scripting on the Patient Journey

“Hello, thank you for calling ABC Office. How may I help you?”

“Hi, I need to check the activity on account #4145.”

“Your name?”

The caller gives his name and as the receptionist pulls the account up on her computer, he explains that it actually belongs to his dad. “It’s okay though. He asked me to check on it,” the caller says confidently. 

But the receptionist can’t find the caller listed as an authorized user anywhere. Now what?

The receptionist needs help with her next steps. She needs to know what her employer’s policy is in these cases and ways to represent that position, all while expressing respect to the customer. In other words, she needs a script.

What is scripting?

Scripting, at its most basic, is a pre-written set of lines used to guide interactions with your customers. Answering the phone is a very practical example of how scripts work. However, a true scripting  process ensures that all your team members are equipped with the  confidence and security they need  to deliver the right message at the right time. From greeting the people who walk through your doors to answering questions on social media to taking calls from upset customers, a well thought out script allows your team to respond in a way that best represents your company’s values and builds trust. 

Scripting benefits your customers, too. They’ll receive consistent, on-brand communication that guides them toward making an appointment, placing an order, or signing up for your email list.  Ideally, there should be a script for every aspect of your customer’s experience, from the very beginning to the very end. 

The best scripts are the ones that work for your business. They can be as detailed or as minimal as needed. Their main goal is to give simple guardrails and ideas your team can work with so that everyone starts from the same place. Scripts provide  your customers and your team members security and consistency,  even when staff, protocol, climate, or technology change.

Want to try scripting, but not sure where to begin? Follow MJM on social where we’ll share our pro tips for getting started. We promise to break it down into small tasks that build toward big payoffs. 

Want to take it one step further? Contact us for a consultation. Our experts can assess your scripting needs, help craft your messaging, and even train your staff.