New Boss Imposes Script, Then Reverses Course After Hearing a Single Employee Call
A new supervisor at a busy customer service center sparked controversy after initially imposing a strict requirement that employees must follow a scripted dialogue verbatim during calls. The decision, intended to standardize communication and improve performance metrics, was quickly overturned when the manager personally listened to one conversation and realized the scripted approach was counterproductive. The incident came to light earlier this week when several employees shared their frustration on social media, describing how the new boss demanded that every word in the customer interaction script be recited exactly as written. “Then we got a new supervisor who flipped if












