Everyone hates scripting, but professionals do understand the need to wear a uniform. So when you want your staff to use the right phrases with customers, consider reframing the concept for your employees: Ask them to put on their verbal uniform when they punch in.

2. The five words you can NEVER say to a customer

See Micah in action — including video and free resources — at https://micahsolomon.com. Or, click here for your own free chapter of Micah Solomon’s customer service bestseller,” Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.”
(Thanks to Tally McClain, RN for her input on this subject and how it applies to the healthcare industry.)