Scripts, Secret Shopper and Training

A few years ago I had a prospective customer tell me that they did not need the services that Tooty provides because they had the best customer service he had ever witnessed. He added in that the customer service department was well-run, sales were up and their customer satisfaction scores were all above average. The conversation reminded me of a scene from the movie Elf where Will Ferrell burst into a coffee shop shouting congratulations because he saw a sign outside that stated, “World’s Best Cup of Coffee”. He took the sign at face value and thought the claim was true.

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Get Rid of the Robot

Five year old Hunter asked me why he couldn’t burp out loud in Chick-fil-A. I tried to keep from laughing as I told him it wasn’t polite. I didn’t know if a 5 year old knew the meaning of polite and I really wanted to make sure he understood that burping out loud was not a good habit for a 5 year old to develop. So I asked him if he knew what it meant if I said he was not polite. He explained to me from his kindergarten perspective that not being polite was the same as not being nice. He understood. In recent training with some millennial CSRs I overheard them using some words in ways

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