Zombie Baristas, Or Why Good Service Can't Be Scripted

Posted by wdywft under Customer Service
From http://www.whatdoyouwantfromthem.com 5039 days ago

Cheri Baker hits the nail on the head: "Every time I order coffee from the pleasant employees behind the counter, the same thing happens. The kindness in their eyes fades to nothing, as they recite the following phrases with robotic consistency.
'Would you like to make that tall single a tall double for only 50 cents more?'
and
'Do you have a discount card to save you 10%?'"

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Comments

Written by businessavante
5039 days ago

It's odd that those foisting the scripts are likely imagining academy award winning performances of their script, while the employees hate saying it over & over, and the customer wishes they could get from point A to point B w/o idiotic scripted messages clogging the way.

businessavante (Duncan)

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Written by wdywft
5039 days ago

I like the idea of academy award winning performers inspiring me to buy larger coffees and supersized meals. Maybe they could also get me to sign up for a credit card and bundle my telecommunication services...

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