Do you dare to go scriptless? As a customer service consultant I'd argue that it’s important that you take this plunge and do away with word-for-word scripts while retaining a “punch list ...

Bamboozled: Robots? Scripts? Customer service holiday snafu for Barnes & Noble web site shopper Published: Dec. 23, 2013, 11:10 a.m.

Negotiate It also includes call reminders—which is helpful when customer service locks you into another deal that expires in six months.

Don’t say “data cap”: Highlights from a Comcast customer service script If customers ask about Netflix or net neutrality, transfer them to a supervisor.