Positive scripting is the process of designing a customer service script and formulating a message so as not to frustrate or upset your customers.
It can also be used to guide a customer towards a desired outcome. For example, upselling a customer to a premium-rate contract instead of a standard-rate one.
Author: Rachael Trickey
Reviewed by: Jo Robinson
Published On: 12th Aug 2022 - Last modified: 22nd Jul 2026
Read more about - Expert Insights, Call Scripting, Positive Words, Terminology
