Positive Scripting Examples for Better Customer Conversations

Too many call centre scripts suck the life out of conversations. They’re robotic, awkward, and make customers feel like they’re talking to a machine rather than a person who actually cares.

The result? Frustrated customers, disengaged agents, and a poor overall experience. But it doesn’t have to be that way…

A great call script isn’t just a list of responses – it’s a framework for natural, engaging, and solution-focused conversations. It should guide agents without boxing them in, creating a seamless experience where customers feel heard and valued.

If you’re a call centre manager looking to rewrite the playbook, this guide will show you how to build a script that drives real connection. So, without further ado, here are the key rules to follow to create more positive scripts for your agents…

Five Key Rules to Create More Positive Scripts

1. Turn “No” Into “Here’s What We Can Do…”

Nobody likes being told no.

When customers hear it, they often feel dismissed, ignored and that their concerns don’t matter. Even if you absolutely can’t do what they’re asking, a great call centre agent will try to focus on what is possible.

Instead of dwelling on the “no”, try to reframe the conversation around what solutions are available. This way, you’re shifting the focus from frustration to actually fixing the problem.

It makes the customer feel heard and valued, and it turns the whole interaction into more of a team effort to find a solution.

If you are looking for other words to avoid and advice on turning a negative to a positive, read our article: Negative VS Positive Words in Customer Service – With Examples

2. De-Escalate Angry Caller Calls With Empathy

Ever told someone to “calm down” when they’re already fuming? It doesn’t usually go well, does it?

That’s because it’s like directly adding fuel to the fire. When someone’s upset, they really just want to know that you understand why they’re mad. They want to feel heard.

So, instead of telling them to chill, try acknowledging how they feel. Something like, “I totally understand why that’s frustrating” can work wonders. It shows you’re actually listening.

When you show that you relate to their frustration, it humanizes the interaction and reminds the customer they’re not just another number.

People respond positively when they feel like someone genuinely understands their situation – it’s not just about solving their problem, but about showing them that their feelings matter too.

Just that little change can take the edge off the call and make it way easier to figure things out. The newly established connection helps calm the situation and opens the door for more productive dialogue, where both your agent and the customer are working towards a solution together.

For advice on other practical de-escalation techniques, read our article: The Best De-Escalation Techniques

3. Keep Your Hold Times Customer-Friendly

Nobody enjoys being put on hold, but sometimes it’s unavoidable. The way your agent asks, however, can make all the difference.

A blunt “can you hold?” feels abrupt and impersonal, making it seem like the customer’s time isn’t valued.

Instead, offering context reassures them that there’s a good reason for the hold. Adding “I’ll be as quick as I can” further shows that your agent is respecting their time.

Even better? If the hold time runs longer than expected, the agent should check in with the caller periodically so they don’t feel forgotten.

If the wait is going to be longer than expected – say, over 5 minutes – offer an option like:

“I realize you’ve been waiting a while. Would you prefer I call you back when I have the information?”

This shows that your agent is mindful of the customer’s time and is doing everything they can to keep the interaction smooth and respectful, even when delays are unavoidable.

Regular updates and alternatives like a callback option can also turn a potentially frustrating wait into a more customer-friendly experience.

4. Manage Customer Expectations – Without Overpromising

Overpromising is one of the fastest ways to lose customer trust. If your agent tells a caller that an issue will be fixed “right away” and it takes hours or days, they’ll feel misled – even if they were just trying to be helpful.

Instead, they should use language that reassures without making guarantees they can’t control.

Letting the customer know they’ll be kept informed is often just as important as the solution itself. Transparency builds trust, and trust leads to long-term customer loyalty.

If you want advice on setting customer expectations during a call, along with best-practice examples, read our article: How to Set the Right Expectations on a Call

5. End Calls on a High Note

Sometimes it’s easy for an agent to just rush off at the end of a conversation, especially if they’re feeling hurried to take the next call.

But think about it – a quick, impersonal “bye” can leave the customer feeling like they were just a transaction and undermine any previous efforts to build a genuine connection.

On the other hand, a warm, personalized goodbye can make a world of difference. It shows that the agent valued the interaction and leaves a positive lasting impression.

It’s like the cherry on top of a good conversation, making the whole experience feel more meaningful and memorable.

The last few moments of a call leave more of a lasting impression than you might think – and it’s often what people remember the most. A decent goodbye can leave a positive impression, making customers more likely to want to interact with you again in the future.

Ending with a friendly wish and using the customer’s name (“Have a great rest of your day, Sophie!”) can also make it feel more personal, creating a natural and pleasant close to the interaction. It’s a small touch, but it makes a big difference in how customers perceive the service.

For more suggestions on great closing spiel you can use in your call centre, read our article: The Top 10 Call-Closing Statement Examples

Don’t Underestimate the Power of Words!

Words really matter, especially when dealing with customers. So if you give your team positive language to use in their scripts – and make sure they don’t sound like robots! – you’ll build a team that really cares about your customers and acts super-professionally.

Give these ideas a shot in your call centre and see what happens! You might be surprised.

For more great articles to help you improve the scripts used in your contact centre, read these articles next:

• Positive Scripting for Customer Service – With Examples
• The Top 25 Positive Words and Phrases for Customer Service
• An Introduction to Call Scripting

Author: Stephanie Lennox
Reviewed by: Megan Jones