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How MaxContact can help you get ahead in your sector
Achieve goals and targets, whatever your team’s priorities
Insights from 100 BPO Leaders on the Biggest Challenges and Boldest Opportunities Ahead in 2025
How MaxContact can help you get ahead in your sector
A community for leaders to connect and share knowledge to achieve contact centre excellence.
Insights from over 1,000 recent customer experiences revealing what truly matters in contact centre interactions.
Scripting templates to help you deal with difficult customers
A guide to writing scripts and supporting your team to help deal with difficult customers
With pressures such as the cost of living crisis continuing to impact customers, it’s inevitable that contact centres will be forced to field more calls from angry, emotional and distressed customers.
Strong agent support systems, and empathetic management, are essential. Training is important. But perhaps most crucial of all is the role of technology.
Creating and adapting conversation scripts that demonstrate empathy, understanding and a real desire to help can mollify emotional customers and make life considerably easier for stretched employees.
We understand it takes time to write scripts,
which is why we’ve created this guide. Download to discover:
- Scripting examples for dealing with difficult customers through multiple channels – inbound calls, outbound calls, webchat, SMS and WhatsApp and email.
- Scripts for dealing with difficult customers through different use cases – customer service, sales and debt resolution.
- Top tips for writing your own call centre scripts.
