How to help customer service employees move away from scripts
Toister Performance Solutions
APRIL 21, 2022
I recently had to contact technical support. The rep clearly had to follow a script. Unfortunately, none of his scripted troubleshooting steps fixed the issue. Saddling your employees with scripts like this is a terrible idea, though you might be scared to give them more independence. Then, it got awkward.
Let's personalize your content