Positive scripting is the process of mapping out predetermined responses or phrases intended to limit the customer’s frustration and keep the interaction productive.

"Having standards and procedures have many benefits in terms of quality control and developing a consistent customer experience. Yet, companies need [to] assess the value of consistency versus the advantages of allowing or promoting a more human, personalized customer service conversation."

When it comes to positive scripting, we'd argue that this perspective is spot on. While quality and consistency are critical measures of customer experience, it’s possible to achieve success in these areas without scripting all of your interactions.

A solid first step? Empowering those in customer-facing roles to make decisions, improvise, and use good judgment.