When I was new, I clung to the script because I was scared of making mistakes. But customers could tell I was reading, and it made the calls awkward. Now I think flexibility is more important than following a script word-for-word. How do you balance structure with natural conversation?
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It’s obvious when someone is reading from a script — the tone changes completely. I’m always more comfortable when the person sounds like they’re talking to me, not reading at me.