Serving as a Real Kitty: How to Give Authentic Customer Service

CSM Magazine

As we celebrate Customer Service Week, Chip Bell reflects on how we can bring more authenticity to the workplace all year round. Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. I have frequently listened to the banter and boisterous communications among contact center agents in the breakroom that then got muffled and stymied when the agent returned to dialogue with customers.