What do I mean? Flip the script!
Set up trainings that involve role plays and scenarios based upon actual customer complaints in your industry. Are you running a volunteer-driven homeless shelter or youth center? Get your staff and volunteers geared up to truly help people by working through some real-life situations. Try to work in some time where staff and volunteers are imagining things through the eyes of the customer. Help them to gain insights into how to serve from the heart with real understanding.
What about the script?
Look at the scripted lines of responses in outdated handbooks that most nonprofits and churches have on their shelves. Walk through your telephone script for soliciting donations for your organization. Have your staff and volunteers hear it read aloud, and then let them see it acted out. Next, have them read a printed copy of the script, and then use a red marker to alter the script. Collect them back and review them together as a team. See how far off you or your team may be when it comes to customers... I mean fans.
Flip the script
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