Customer Service requires heart, there is an element which cannot be thought but rather must come from within. Teaching a person, the practical skills of customer service doesn’t necessarily guarantee that they will be successful at it. It is quite ok to rehearse a script, but the delivery of that script can make a significant difference in how it is received by the customer.
When comparing two individuals repeating the same script, one can come over as warm and inviting and the other, cold and disinterested. This is the reason many persons prefer to deal with a live person rather an automated voice system.
Being present with your customers and giving your undivided attention says, “you’re important and I value your time and business”. When a customer feels and can sense you are interested in more than just making a dollar or a sale, their willingness to do business with you is greater.