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My manager told me my client calls sounded like a robot reading a script
I thought I was being professional and covering everything the company wanted me to say. But after she played back one of my recordings, I heard it too. No pauses, no real listening, just me plowing through a list of questions. So I started ditching the script halfway through and actually asking people how their day was going first. It felt weird at first, like I was wasting time. But now my call scores went up by 15 points in two weeks. Has anyone else had to totally change their phone voice after hearing it recorded?
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margareto261mo ago
Oh man, I was totally the opposite. I used to think scripts were the only way to keep calls consistent and professional. Then I had to listen to a recording of myself and I sounded like I was reading a grocery list to a customer who had just lost their dog. It was brutal. So I started doing what you did, dropping the script and just talking like a normal person. My numbers didn't change much but my customers stopped hanging up on me, so I call that a win.
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