We investigate common words and phrases that may seem harmless to use in a live chat, email or letter, but which have the potential to really frustrate your customers. We also give you examples for replacing negative words, with positive words.

Instead of: "You're wrong about that." Positive script: "I see where the confusion might have occurred. Let me clarify the information for you." These positive scripting examples demonstrate how customer service scripts can transform potentially negative or confrontational exchanges into more constructive and solution-focused interactions.

2021年6月25日 · Scripting — or in this case, positive scripting — is a controversial practice in the customer experience space. Some argue that it brings a level of consistency to the interaction, while others think it leaves a bad taste in customers’ mouths.

Are you confident of how to design, test and review a contact centre script? Here’s our advice for creating the best possible script for customer experience. What Is Positive Scripting? Positive scripting is the process of designing a customer service [&hellip.

2024年8月15日 · Positive scripting is a customer service practice in which support teams create scripts that provide customer service representatives with premade positive responses to customer concerns. These scripts may be specific and include exact phrases for representatives to read, or they may have general guidelines for appropriately interacting with ...

2019年7月25日 · Looking ahead, what is the script you would like to follow? If appropriate, start by brainstorming the phrases you can say to yourself. You can then settle on a positive script you believe in. What are the practical steps you can take to translate this into action? What may be the potential pluses of following this script?

2025年1月10日 · Positive scripting in customer service focuses on the power of optimistic and empathetic language that champions solutions. This strategy reframes agent responses to highlight the possible, providing consistent, brand-aligned service while maintaining genuine customer connections.

2017年8月21日 · Positive scripting in customer service is the process of using pre-determined phrases and responses to ease customer frustration and achieve a pleasant, efficient conversational outcome. You might be wondering, “Does this actually work?” Well, it's complicated. As a customer, I can tell when a rep is being disingenuous.

2025年1月2日 · In this article, we’ll cover practical tips for implementing positive note, strategies to train your customer service teams, and real-world examples of how it can transform your customer interactions.

2021年3月8日 · Additionally, certain strategies for positive scripting might alienate customers if done wrong. For instance, calling them by their first name (as often suggested) can sound disrespectful to certain customers.