Who Writes YOUR Words?

Too many businesses continue to offer a workplace that leaves little room for the employee’s personality to shine through. They micromanage the heck out of each service step and expect their minions to follow the path without exceptions.

Who Writes YOUR Words?

I can understand the need for consistent uniform and grooming standards but please don’t make them say the same words over and over again.

Many must recite a script written by someone who sits in an office far removed from the customers or by someone who, for years, hasn’t been “on the front lines” with the customers. But since they have the position, they think they know better…but do they?

Don’t Make Your Employees Read From a Script

Give your employees some “freedom of speech”. Let them find a way to connect with the customers based on their daily interactions with them. They know the “regulars” and know they’d rather be addressed casually and not like a robot.

Offer training that teaches optional phrasing and greetings they can use depending on the situation.

These greetings must still be appropriate and regulated by the business but at least there will be some options they can use as needed. I know your team will welcome this small but important change.

If I am dealing with a store clerk, or manager, over any length of time, I prefer them to have flexibility in how they deal with me and be able to show some genuine interest in my business. Yes, the clerk must be professional and act within guidelines. But as a customer, I prefer to not be served by a robot or anyone who can’t adapt to my needs.


Steve DiGioia
Steve DiGioia
With 20+ years in the hospitality industry and a lifetime of customer service experience, Steve DiGioia shares real-world tips and tactics to improve your customer service, increase employee morale, and provide the experience your customers desire. As a certified trainer, author & speaker, Steve has been recognized as a 4-time “World’s Top 30 Customer Service Professional” by Global and a “Top Customer Service Influencer” by multiple industry-leading sources. He is also a featured contributor to the leading hospitality and customer service websites. With a tagline of “Finding Ways to WOW Your Customer”, Steve continues his pursuit of excellence on his award-winning blog sharing his best strategies on customer service, management, and leadership. Follow Steve on Twitter @Steve DiGioia.

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  1. Excellent article Steve. I discovered employees must have some flexibility in how they present the story. I use to provide sample scripts as guidelines. Here are the key points we want to get across and make adjustments for your personality as the conversation progresses. I work with some call centers who insist on following the script word for word. While this may help bring new people up to speed quickly, as an individual becomes comfortable I suggest giving them some leeway to react to the conversation. Are the employees accomplishing the desired outcome if they deviate from script? If yes, let them continue. If no, try some role playing to help the individual(s) become more comfortable. No one wants to talk to a human robot.

    • I like your thought that if they are accomplishing the desired outcome they should be allowed to go off-script. This gives some freedom to the agent and will help make their job less tedious. We all need some “newness” in our day. thanks, Frank!

  2. Hi Paula, thanks for your comment.
    I think one of the factors in not sounding sincere when on a call with a customer (possibly reading a script) is the manager listening in on a call. I understand why it’s done but doesn’t this pressure the agent to follow company guidelines as much as possible and almost “force” the agent to recite the script? Maybe, maybe not. For me, never coming from the call center world, I wonder if all the metrics that are followed take away the “personal touch”.

  3. Some great points here Steve,
    As one who has supervised a call centre, scripting was necessary to provide guidance for the many departments being covered. , I was concerned at the volume and the fact that searching key words was not always predictable for the callers needs.
    Scripts were just a tool and that was training . Sitting in on conversations live and having the one on was coaching. I also stressed. Do not memorize the script, but rather make it your own. The idea of knowing the product, allows you to serve the needs. And the service with humans directly, was my priority. Dignity was that link. Service first…to the employee, and thus the clients.

    Thanks for this article. I fully support its content