We’ve all dealt with them
— customer service reps
who can’t handle it
when customers vary
from ‘the script’.
The illusion of being listened to
is shattered.
We realize
we’re being treated
like a product.
Sean MacPherson*,
hotelier and restauranteur,
shares
“Service starts with
people being friendly and
who look to solve problems.
I don’t like service
that is too scripted.”
A script can be a guideline,
a suggestion of appropriate answers.
It shouldn’t be followed
word by word,
with no room
for variation.
*January 2015
Delta Sky