“Customers today are looking for a genuine style of customer service and are allergic to anything that feels insincere or saccharine. […] So, wherever practical, ditch the scripts and let employees speak in their own language. Or, I should say, let them speak their own language within reason. For more on this, see point #2.”
“Although I’m not a fan of scripting, I do believe that every company should have (and follow) its own language lexicon: a small book of discouraged words and phrases and preferred alternatives that work better when speaking with customers. In fact, a language lexicon usually one of the first things I set up when consulting with a client.”
Read More tips from Micah Solomon at Forbes
