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Front-line service

Scripts

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

CSM Magazine

SEPTEMBER 28, 2018

Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. She generally returns with something in her mouth, eager to get back into the house to show off her skills. We tell our granddaughters she got a chance to be a “real kitty.”.

Customer Service

Customer Service Front-line service Scripts Contact Center

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

APRIL 21, 2017

The complexity drives the amount of change and the compliance is driving a scripted response. I see so many scripted responses. And then, what I see is the entire conversation becomes scripted. And when we come back with a scripted response, it’s a real problem. They are looking for empathy. We need to train empathy.

Customer Care

Customer Care Scripts Front-line service Contact Center

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

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

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