But when it comes to what makes excellent customer service, it is rarely the training scripts that impress the customer.
It is the person, it is the common sense, it is the ownership to find a solution.
Here's an example close to home for me. My wife and daughter were shopping in Urban Outfitters in Bristol. The item they were looking to buy was £160 but in a box. The ones on display were different. My wife asked if the box could be opened to see before buying. The floor manager said he was not allowed to cut the sellotape. Puzzled as to why, they queried the return policy at the till. "So I can buy this, walk outside the shop, open it, return it opened and get a refund. But you will not open it inside the shop?" queried my daughter. "That's the case" explained the sales assistant apologetically. The sale was hanging on a thread.
Luckily the situation was rescued when the general manager came on the scene. She authorised the box to be opened. The sale was made and everyone was happy.
Would Urban Outfitters be first choice next time? Probably not for us, but hopefully the learning will be that the manager will empower her team to use common sense.
Customer service is overused in training, but not enough in implementation.