Micah Solomon , CONTRIBUTOR

Customers today are on the lookout for great customer service. But what customers aren’t looking for is formality and artificiality. Today's customers, including the important millennial generation, are quickly repelled by anything stilted, overly formal, or obviously scripted. Any sense of phoniness in the way that customer service is delivered will turn today’s customers off quicker than you can imagine.

http://www.forbes.com/sites/micahsolomon/2017/01/04/is-your-customer-service-style-too-formal-and-scripted-for-millennial-customers/#7c53a25229df