Time and time again, the script gets us in trouble. Working with customer service professionals to expand their leeway will result in them using it less, and solving problems faster. Teach your employees to problem-solve, and you’ll learn to trust them without a script. No script equals higher customer satisfaction as well as increased employee retention - a too often overlooked cost savings.

We work with existing customer service scripts and processes to find those areas where the script can be shredded and people can simply talk to people – either proactively offering added value or to more swiftly and efficiently solve problems.