--- title: Does Your Employee Scripting Boost Customer Experience? description: Scripting can be an effective method for delivering consistent, professional and courteous customer experiences, while supporting your brand. image: https://www.donnellyeffect.com/hs-fs/hub/473127/file-2395998346.png --- [![Donnelly-Group_Logo](https://www.donnellyeffect.com/hubfs/Donnelly-Group_Logo.png "Donnelly-Group_Logo")](https://www.donnellyeffect.com) [(410) 212-4471](tel:4102124471) - [LinkedIn](https://www.linkedin.com/company/donnelly-effect/) - [Twitter](https://twitter.com/donnellyeffect) - About - [About Us](https://www.donnellyeffect.com/about-us) - [What We Do](https://www.donnellyeffect.com/about-us-what-we-do) - [Who We Serve](https://www.donnellyeffect.com/about-us-who-we-serve) - [Our Executive Team](https://www.donnellyeffect.com/our-executive-team) - [Our Story](https://www.donnellyeffect.com/about-our-story) - Training - [Signature Service Programs](https://www.donnellyeffect.com/signature-service-programs) - [Kickstart](https://www.donnellyeffect.com/signature-service-programs-kickstart) - [Impact](https://www.donnellyeffect.com/signature-service-programs-impact) - [Ignite](https://www.donnellyeffect.com/signature-service-programs-ignite) - [Training Types](https://www.donnellyeffect.com/training-types) - [Executive Leadership](https://www.donnellyeffect.com/training-types-executive-leadership-development-workshops) - [Managers & Supervisors](https://www.donnellyeffect.com/training-types-manager-supervisor-training-workshops) - [Front-Line Employees](https://www.donnellyeffect.com/training-types-front-line-employee-development-training) - [Training Topics](https://www.donnellyeffect.com/training-topics) - [Customer Service](https://www.donnellyeffect.com/customer-service-training) - [Leadership](https://www.donnellyeffect.com/leadership-training) - [People Management](https://www.donnellyeffect.com/people-management-training) - [Service Culture](https://www.donnellyeffect.com/service-culture-training) - [Talent Selection & Hiring](https://www.donnellyeffect.com/talent-selection-hiring-training) - [Employee Onboarding](https://www.donnellyeffect.com/employee-onboarding-training) - [Training Delivery Methods](https://www.donnellyeffect.com/training-delivery-methods) - [Keynote Speaking](https://www.donnellyeffect.com/keynote-speaking) - Resources - [SPARKS! Blog](https://www.donnellyeffect.com/sparks-blog) - [Our Book: Unlock the Magic](https://www.donnellyeffect.com/unlock-the-magic) - [Book a Consultation](https://www.donnellyeffect.com/contact-us-donnelly-effect) #### SPARKS! Blog ### Subscribe to SPARKS! Blog ![SPARKS Blog Image-1](https://www.donnellyeffect.com/hubfs/SPARKS%20Blog%20Image-1.jpg "SPARKS Blog Image-1") # SPARKS! Blog Get inspiration and ideas delivered right to your inbox! ![employee_scripting_for_boost_customer_service](https://www.donnellyeffect.com/hs-fs/hub/473127/file-2395998346.png) At Disney it's “Have a magical day!” At Chick-Fil-A it’s, “My pleasure!” If it's done well, scripting your employees can be a great tactic to strengthen your brand and boost your [customer experience](https://www.donnellyeffect.com/home/solutions/customer-experience-cx); like putting a bow tie on each customer interaction...If it's done poorly it can make a customer interaction stale and fake; and we've all been subjected to that (think telemarketers).  Donnelly Effect has researched and identified the 10 most desired customer experience (CX) traits. Of these, consistency is one of them. And we know that scripting drives consistency. But, scripting also has the potential to fight against courtesy and professionalism- two more of the 10 most desired CX traits. > So, how do you improve consistency without sacrificing courtesy and professionalism? Here's what to avoid in your employee scripting: - Long pages of reading that begin with "insert your name here"  - Artificial verbiage that does not keep the interaction in context and personal (see blog photo) - A "read this every time" mentality that does not address WHY we're asking service providers to script their words - Little or no training around the delivery of the script i.e. voice inflection, eye contact, etc. Also, consider these scripting ideas during training: - Ask employees to identify great examples of scripting in real time - Identify what makes the great examples great - Allow the employees to have input in the creation and constant improvement of scripting Scripting can be an effective method for employees to deliver consistent, professional and courteous customer service while supporting your brand and building [customer loyalty](https://www.donnellyeffect.com/sparks-blog-2/customer-experience-is-a-business-strategy). Involve your team, share the "why", and practice and improve regularly for scripting to reach its full potential for your employees *and* your customers. -THE END- Customer experience is also delivered through messaging on your website, on signage at your location and through electronic means such as email and letters.  Be sure your messaging has passed the customer experience test.  Download our \[FREE Checklist\] to learn more!  [![CUSTOMER EXPERIENCE SIGNAGE CHECKLIST](https://no-cache.hubspot.com/cta/default/473127/7cf3e0f9-b9d8-4bf5-a168-505f41634e61.png)](https://cta-redirect.hubspot.com/cta/redirect/473127/7cf3e0f9-b9d8-4bf5-a168-505f41634e61)     *ABOUT MIKE DONNELLY: With over 20 years of Disney leadership experience, Mike Donnelly, Chief Experience Officer (CEO) of Donnelly Effect specializes in helping organizations build customer loyalty through organizational, leadership and employee development.  Donnelly Effect is home of the exclusive "World-Class Workshop" series and offers consulting services and keynote addresses to audiences of all sizes and industries. Since 2007, Mike Donnelly has been a contracted Disney Institute Facilitator, delivering Disney training to audiences across the United States. * Topics: [Customer Experience](https://www.donnellyeffect.com/sparks-blog/topic/customer-experience) [Customer Service](https://www.donnellyeffect.com/sparks-blog/topic/customer-service) [Employee](https://www.donnellyeffect.com/sparks-blog/topic/employee) #### Leave a Comment: #### Related posts - [Facebook](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fspark-1-the-power-of-a-pre-shift-huddle&t=Spark%20#1:%20The%20Power%20of%20a%20Pre-Shift%20Huddle) - [Twitter](https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fspark-1-the-power-of-a-pre-shift-huddle&text=:%20) - [Linkedin](http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fspark-1-the-power-of-a-pre-shift-huddle&title=Spark%20#1:%20The%20Power%20of%20a%20Pre-Shift%20Huddle&summary=) - [googleplus](https://plus.google.com/share?url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Fspark-1-the-power-of-a-pre-shift-huddle) #### [Spark #1: The Power of a Pre-Shift Huddle](https://www.donnellyeffect.com/sparks-blog/spark-1-the-power-of-a-pre-shift-huddle) [Mike Donnelly](https://www.donnellyeffect.com/sparks-blog/author/mike-donnelly) | January 24, 2017 ***Donnelly Effect delivers 17 in '17: 17 actionable SPARKS to ignite your team for better leadership, customer and employee expe...*** #### Related posts - [Facebook](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Femployee-care-customer-care&t=Employee%20Care%20=%20Customer%20Loyalty) - [Twitter](https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Femployee-care-customer-care&text=:%20) - [Linkedin](http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Femployee-care-customer-care&title=Employee%20Care%20=%20Customer%20Loyalty&summary=) - [googleplus](https://plus.google.com/share?url=https%3A%2F%2Fwww.donnellyeffect.com%2Fsparks-blog%2Femployee-care-customer-care) #### [Employee Care = Customer Loyalty](https://www.donnellyeffect.com/sparks-blog/employee-care-customer-care) [Mike Donnelly](https://www.donnellyeffect.com/sparks-blog/author/mike-donnelly) | November 30, 2016 #### **How Much Do You REALLY Care for Your Business?** As leaders, we spend so much time focusing on how to improve our bottom line... #### Posted by:- [Donnelly Effect](https://www.donnellyeffect.com/sparks-blog/author/donnelly-effect) ### Posts by Topic - [Leadership (85)](https://www.donnellyeffect.com/sparks-blog/topic/leadership) - [Customer Service (82)](https://www.donnellyeffect.com/sparks-blog/topic/customer-service) - [Disney Service (78)](https://www.donnellyeffect.com/sparks-blog/topic/disney-service) - [Effective Leadership (72)](https://www.donnellyeffect.com/sparks-blog/topic/effective-leadership) - [Employee Experience (67)](https://www.donnellyeffect.com/sparks-blog/topic/employee-experience) ### Unlock the Magic! ![Unlock the Magic_3D book image L-3](https://www.donnellyeffect.com/hs-fs/hubfs/Unlock%20the%20Magic_3D%20book%20image%20L-3.png?width=200&name=Unlock%20the%20Magic_3D%20book%20image%20L-3.png "Unlock the Magic_3D book image L-3") [Buy Now!](https://www.lulu.com/shop/michael-j-donnelly/unlock-the-magic-50-key-strategies-to-unlock-the-magic-in-your-organization-from-my-years-as-a-leader-at-the-walt-disney-company/ebook/product-1p72vqgv.html?hsCtaTracking=8ceba83f-c058-4571-94c1-04f6bbea79a8%7C59ac7eef-e766-4b0d-8f0b-5bdbaeb25740&page=1&pageSize=4) ### Donnelly Effect In Action   ### Recent Articles ### Popular Articles ![Donnelly Group_Logo-2](https://www.donnellyeffect.com/hs-fs/hubfs/Donnelly%20Group_Logo-2.png?width=200&height=71&name=Donnelly%20Group_Logo-2.png "Donnelly Group_Logo-2") Creating customer loyalty by preparing people to work happy. - Annapolis, MD - [(410) 212-4471](http://#) - [mike@donnellyeffect.com](mailto:mike@donnellyeffect.com) - [Twitter](https://twitter.com/DonnellyEffect) - [Linkedin](https://www.linkedin.com/company/donnelly-effect/) #### Explore - [What We Do](https://www.donnellyeffect.com/about-us-what-we-do) - [Who We Serve](https://www.donnellyeffect.com/about-us-who-we-serve) - [Signature Service Programs](https://www.donnellyeffect.com/signature-service-programs) - [Training Types](https://www.donnellyeffect.com/training-types) - [Training Topics](https://www.donnellyeffect.com/training-topics) - [Speaking](https://www.donnellyeffect.com/keynote-speaking) #### About Us Applying decades of Disney professional development & leadership experience, we help destination locations create customer loyalty by preparing their people to WORK HAPPY. #### Recent SPARKS! Blog Posts © Copyright 2022 | All Rights Reserved | The Donnelly Group ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Donnelly Effect", "url" : "https://www.donnellyeffect.com/sparks-blog/author/donnelly-effect" }, "datePublished" : "2015-01-26T14:30:00.000Z", "headline" : "Does Your Employee Scripting Boost Customer Experience?", "image" : [ "https://www.donnellyeffect.com/hs-fs/hub/473127/file-2395998346.png" ], "mainEntityOfPage" : { "@id" : "https://www.donnellyeffect.com/sparks-blog/is-your-employee-script-enhancing-customer-experience", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.donnellyeffect.com/hubfs/Donnelly-Group_Logo.png" }, "name" : "Donnelly Effect" } } ```