Procrastination can be an indication that you’re just not meant to do a task. Something that repeatedly keeps getting re-scheduled and put off might be an indication that perhaps you’re not aligned to do that task. (Unless we’re talking about that colonoscopy, having that mole checked out, or your “check engine” light coming on. Let’s not put those tasks off.)
I’ve circled back to clients who have been *meaning* to write a new script for the phone system, and they just can’t seem to do it. They feel the whole prospect of drafting up a script to be daunting. Intimidating. And so, it gets demoted down the list of tasks.
I also think there’s a fear of “doing it wrong”.
Personally – from having voiced telephone scripts for decades – I think the only “mistake” you can make is playing it safe, following the same template we’ve all heard on systems for years, and not using your IVR as an extension of your company’s brand.
Here’s a step-by step tutorial.
1) What’s the first and most noteworthy thing you want to say about your company?
Start your opening prompt with something like this:
2) With only*five choices*, (and going from most important/frequently chosen options) what are the areas that you want callers to choose from?
3) What can you do to involve the caller more?
Giving your callers something to do makes them active partners in their solution:
4) Can you keep their interest until a live person arrives on the scene?
Don’t lose the opportunity to entertain, inform, and sell to the customer. A well-thought-out on hold system can be a great way to do all that:
5) Are there things you can do to make sure this isn’t their last call?
There are perks and extras you can give to callers to reward the fact that they called in – and ensures that they’re repeat customers:
Clearly, there are concrete ways in which to write an IVR that engages, captivates, involves the caller, and ultimately builds a relationship with the caller – not just in the present transaction, but going forward.