Seth has two good postings today -- each sort of deals with how to talk. More to the point he accurately says it's stupid to "script" service because it leads to stupid behavior. He gives some funny examples -- like when Marriott keeps asking him if he wants to cancel something he didn't ask for.
He's right, of course -- real people given latitude to use good judgment produces good experiences. That produces repeat business and good word-of-mouth. That produces revenue. That's your objective, isn't it?