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!