The trouble with using a standard issue script
I've noticed that whenever I'm on a call with a customer service rep who's clearly reading from a standard issue script, my brain just sort of checks out. You know that feeling, right? It's like talking to a wall that's been programmed to say "I'm sorry for the inconvenience" every thirty seconds. You can almost hear the sound of their eyes scanning the monitor, looking for the next pre-approved sentence to throw your way. It's frustrating because it feels like the human on the other end isn't actually there. ...