If you’ve ever called a big company’s support line, you know they’ve got a thick binder full of scripts that they’re supposed to read through. They drone on and on with scripted phrases that just make them sound like boring robots out to frustrate you in even the simplest of things.
With your support, throw out those scripts and rule books. Trust your team to do what’s right with your customers. Sure, you can have a bill of customer rights or a set of guiding values for your support team. But don’t script out their response. Don’t lock them into unbreakable rules that aren’t needed. Just like Nordstrom did with its employee handbook, keep things as simple and concise as possible when outlining how you want your customers to be treated.
If you’ve got those scripts and rules, just go on and burn them. Right now. I’ll wait and listen to a song from my new favorite band while you do.