An article in Supermarket News puts a twist on the “scripted” employee-customer dialogue that leads to customer experience. Don’t give the employees a script, which sounds “insincere,” says writer Simon Uwins. Give the employees examples of what those employees want to hear from the customers—what the responses and reactions should be.
Uwins is a former CMO of fresh&easy and Tesco UK. His example is from the grocery space, but it has great application to any employee-customer interaction:
Uwins....