University of Utah’s David Eccles School of Business

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Home : University of Utah’s David Eccles School of Business

The real danger of scripted conversations: low customer satisfaction

Scripting is great for efficiency, and in some cases customers don’t mind it. But beware of the instances when they do mind.

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Ken Dooley

Ken joined Prentice-Hall as an assistant editor and later became editor-in-chief of… MORE

Michele McGovern

Michele's a journalist with decades of experience working for local and national… MORE

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Customer Experience Insight, powered by SuccessFuel, provides the latest marketing, sales and customer experience news and information for professionals in the trenches. Rather than simply regurgitating the day’s headlines, Customer Experience Insight editorial staff delivers actionable insights, helping marketing, sales and customer experience professionals understand what is and isn't working to grow their business and retain more customers.

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