I'm Worth More than a Script!

To those in the world of customer service, please remember this…I’m unique, and even though my problem may not be unique to you, it is unique to me. Don’t freakin’ read a script to me verbatim. Now I understand there needs to be quality assurance, and one such way that happens is having everyone doing the same thing – I know, it’s the McD’s factor – and if you follow my blogs, you realize McD’s isn’t one of my favorites when it comes to customer service.

Here’s the deal – a script is fine as long as it has some of your personality in it. And, if after you read the script, I tell you that you are not answering my question, please do not read the script again. If you don’t have the answer or if you don’t know what script you are supposed to be reading from, transfer me to someone who will listen to the question and not put me in the script category. Then you can move onto the next call to practice perfecting the script or possibly making it into your script.

Labels: building business, business relationships, customer service