Customer Service Be Damned: The Tyranny of Telephone Protocols

Many companies have developed protocols that their customer service representatives must follow on every customer phone call.  

These protocols structure and script every phone call; they lay out the exact steps that the rep is to take, and out the exact words they should say.  

From the perspective of company management, these protocols constitute a form of insurance; they are a fail-safe way of ensuring customers have a positive experience, and that all of their problems are fully addressed.

However, from the perspective of the customer and the rep, these protocols frequently have the opposite effect.  Many such protocols tyrannically confine both the customer and the customer service representative, as they strip both of their mutual humanity.  Consequently, they turn off the customer and leave them frustrated and dissatisified.

Insightful Alliance offers customer experience research services to help you assess whether your customer service protocols attract or repel your customers.  For more information contact Michael Mercier at


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