Front-line service How To Scripts 
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.”.
Connecting the Dots
APRIL 21, 2017
The features have gotten complicated, so customers have more reasons to call because it’s not intuitive how to use a product or service. The complexity drives the amount of change and the compliance is driving a scripted response. I see so many scripted responses. So I think the common trigger is complexity.
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