At first glance, phone scripts may seem like something that isn’t necessary for your customer service calls. Many people feel like they can be more successful if they are allowed to handle calls their ...

My youngest daughter, Madeline, recently took a job working for Hibooks, a start-up competitor to Audible that’s using the Netflix model to build a following. She’s in customer service (no better ...

How many times have you called a company and the agent who answers sounds robotic? Chances are that the agent is reading off a call script. You are unlikely to get quality service from that agent or ...