Scripts work when you need to equip team members with the proper language and the proper information to handle specific interactions with customers — and they do not have the skill set necessary to do so without a script.
The key distinction to bear in mind is that Customer service scripts are a starting point, never a finishing point.
Can’t say I’m a fan of scripts in most situations. As a training tool – yeah, maybe. As a last resort kind of option. But even then, the person needs to know that this is only a general outline. They need to be encouraged to tweak it to fit their personality. It’s a teaching tool only on it’s best day in the right hands. But they’ll never take the place of actual training with a great support rep.
What situations have you seen a script work in?