Scripts are guides, not straitjackets.


Customer service scripts ensure consistency and quality among large groups of reps. But when you don’t inject a little bit of personal flavor, you may come off as insincere, bored, or indifferent - and your customers can smell that from a mile away.

Here are some easy ways to make your scripts seem more human and less forced:

  • Use contractions to sound more conversational and less formal. Do-not-recite-your-script-like-a-robot.

  • Use natural inflections in your voice to create a more friendly and dynamic tone, and avoid the monotony of reading your script word-for-word.

  • Does the language sound like something only the Queen of England would say? Without losing the meatier content or intention of the script, look for places to put language into your own words to sound more authentic.

Need suggestions on how to add a little charisma to your customer interactions? Contact us at!

Say oui to more “I”


When a close friend comes to you with a problem or concern, have you ever responded, “Thank you, we’ll take that under consideration”?

Unless you’re a robot, probably not. It probably sounded more like: “I understand what you’re saying; how I can help make this better?”

When you use “we” statements, rather than active “I” statements, it can seem like you're passing the buck or throwing a customer’s concerns in the wastebasket.

When you say: “Our team will review this shortly.”

Your customer thinks: Yea, sure. Whatever, buddy.

But when you say: “I’ll review this with our team and contact you by the end of the week.”

Your customer thinks: Yes! This rep is going places because they get things done. 

How can you make your responses more active this week?

Been there. Done that. Got the T-Shirt.

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Empathy is when you can relate to someone else because you’ve experienced and felt what they're feeling or going through before. For instance, we can all relate to being stressed out when something doesn’t go according to plan. You know, like traffic, NBA playoffs, or the finale to ‘Game of Thrones.

Making empathy part of your customer service helps you:

  • Understand where your customer is coming from and respond in a way that lets them know you get it.

  • Focus on helping your customer the way you would want to be helped.

  • Show the customer their feelings are heard and valid, ‘cause you’ve been there.

Diffuse a tense situation by using short, supportive statements like: “I understand this is stressful” or “This must be inconvenient.” Talk to your team about putting themselves in the shoes of your customers.

How has it changed your customer service?

Empathy Detective


Your mission for today, should you choose to accept it, is this: Spot-the-Emotion.

Here's how it works:

  1. Make a list of common emotions your callers display: Frustration, Skepticism, Worry, Impatience, Relief, Confusion, Joy, Satisfaction…

  2. Step 2: During the call, spot the emotion of the caller and check it off your list.

  3. Step 3: Use this to reflect back your understanding of their situation. 

    For example: "I understand your concern and would be glad to help," "I appreciate your patience," or "You sound worried, let me see what we can do."

Get on it! This email will self-destruct in five seconds...

Me, Myself, or I?

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Participants often ask us about 'I' vs. 'We' when speaking with customers over the phone or via email.

Here's the rule of thumb:

  1. If it's positive, use WE, which sounds collaborative. WE creates an image of fancy scientists standing around in lab coats with clipboards waiting to solve customer problems.

  2. If it's negative, use I to demonstrate that YOU are taking responsibility.

For example:

  • “I apologize for that. Here's what we can do.”

  • “Let me look into this, so that we can get you better service quickly.”

  • “We take pride in our response time. I will look into the situation right away.”

Smile, Breathe, and Rock on. We got this!

Happy Monday

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Don’t think those two words go together? Sometimes with all the emails, meetings, and calls, the first day of the week can be overwhelming and certainly not happy.

Today, take a minute for yourself. Check out this smiling zebra, or look at some cute baby animals.

Did we help you smile, too?

Rock on, you got this!