Front-line service Scripts Training 
CSM Magazine
SEPTEMBER 28, 2018
Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. When friends asked how I maintained grace under pressure in combat, I pointed to the supportive practice I received as I trained to be a warrior. Customers long to be served by “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. And then, what I see is the entire conversation becomes scripted.
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