Friday Field Notes: We Don’t Train Robots

I’ve never once heard a customer say:

“Wow! They read that script word-for-word. Amazing.”

What customers actually want is someone steady. Someone human. Someone who sounds like they care.

Scripts are tools.

Tone is trust.

Train your team to be humans first, professionals second, and script-readers dead last.

That’s how you build a call center people want to call back.

Action:

Pick one script line and rewrite it so it sounds human, something a normal adult would actually say. Train that version instead.