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 ...

As part of our investigation into AAMCO, the NEWS4 I-Team obtained access to the company's "Service Recommendation Procedure" -- or internal phone scripts that give you an inside look at what AAMCO ...

“They took Dad to the emergency department. What do I say when I call the hospital?!” You just learned that your loved one is in the emergency department in another town, and you think you should call ...