The Revival of Spontaneous Customer Service

Date(s) - 09/11/2014
All Day



For years now we have been told to just follow the script with our customers. Say it like this. Say it like that.

Spoiler Alert: Scripts are not driving customer service excellence. In fact, they just might be driving the customer away.

Somewhere in the world of customer service evolution two important considerations have been lost: Customer Service is situational (not every interaction fits the script) and the customer cares more about the person helping them than the words (the script) they are using.

In this fun and interactive webinar on The Revival of Spontaneous Customer Service we’ll look at the benefits and pitfalls of encouraging employees to be spontaneous with their customers and the ways organizations can deliver consistent customer experiences without scripting every moment of it.

Participants will learn and began to master:

  • The difference between spontaneous and mandatory customer service
  • What employees can focus on instead of “the script” in their conversations with customers
  • The SPARK model of Spontaneous Customer Service


Andrew Sanderbeck ~ Biography

Andrew has been developing and conducting training seminars for libraries and library organizations for more than ten years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the founder of the PCI Webinars.

Original broadcast date April 17, 2014