Article Front-line service Personalization Scripts 
CSM Magazine
SEPTEMBER 28, 2018
Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. No matter the abuse, tirade, or criticism they receive at the hand of upset customers, the agent does not take it personally. We tell our granddaughters she got a chance to be a “real kitty.”.
Connecting the Dots
APRIL 21, 2017
One of the things that I read in The Washington Post was an interesting article about how local retailers here in the Washington D.C. I knew personally, I’ve gone through my own fits of rage from time to time with products or services. The complexity drives the amount of change and the compliance is driving a scripted response.
Expert insights. Personalized for you.
55 
Let's personalize your content