Final answer:
Customer service scripts are pre-established dialogues used to guide representatives through common issues in a professional manner. These scripts are essential for maintaining consistent and effective communication with customers across different service representatives.
Step-by-step explanation:
In customer service, a script is indeed a pre-established dialogue that provides instructions on how to respond to common problems or inquiries. True to the concept of scripts in social contexts, detailed by Schank & Abelson, these customer service scripts function as frameworks for expected behavior and communication within the specific setting of customer interactions.
By having a script, service providers ensure that they cover all necessary information, comply with company policies, and provide a uniform experience to customers regardless of which representative they interact with. Indeed, not having a script in these scenarios could lead to disjointed service, confusion, and potential dissatisfaction for both the employee and the customer.