Front-line service Personalization Scripts 
CSM Magazine
SEPTEMBER 28, 2018
Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. No matter the abuse, tirade, or criticism they receive at the hand of upset customers, the agent does not take it personally. We tell our granddaughters she got a chance to be a “real kitty.”.
Connecting the Dots
APRIL 21, 2017
I knew personally, I’ve gone through my own fits of rage from time to time with products or services. First, I think part of the reason that so many are attracted to the Rage Study, outside of some of our friends in the corporate world that manage customer care, is that everybody has their own personal story of rage.
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