Somewhere along the line, the customer service industry envisioned that it would be a great idea to start scripting everything. On the surface, it seems as though a script allows little room for error. Everyone is representing the company’s stance through crafted statements, and that should leave little room for error. The only problem is that without room for error, there’s also no room for growth. Your scripts may be cheapening the quality of your service, and your customers will notice that immediately.
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