Remember the last telephone conversation you had with a customer service rep in which the rep sounded like a robot because he or she simply recited a script? When you asked a question, did the rep ignore it and go back to reading the script? Did not getting an answer...
As a customer service consultant, I get asked about customer service scripts all the time. I’m often asked, “If I ‘make’ my customer service staff use a script, won’t they sound robotic?” The answer is…complex. I grew up with a...
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