Customer Experience & Satisfaction

Using Positive Positioning to Improve Call Center CX

Team MaestroQA
April 16, 2018
0 minute read

The Support Spotlight welcomes Nick Martin from Harry's to share how Harry's Associates use Experience Engineering to consistently deliver positive experiences.

"Hi Harry’s, Can I chat with Harry Styles?"

"Hi Harry’s, Can I make a reservation for six this Saturday night at 8PM?"

Harry’s is a grooming company that believes everyone deserves a quality shave at a great price. At the same time, our Customer Experience team can still answer “Yes” to all of our customers’ questions using Experience Engineering techniques – even if the question is about One Direction and not shaving direction.

A quality customer experience is effortless for the customer. We’ve started to practice a few techniques from The Effortless Experience including Experience Engineering.

Experience Engineering uses behavioral psychology techniques to improve the customer experience when traditional soft skills aren’t enough and the answer might be the dreaded “No”.

The three techniques of experience engineering are:

1) Customer Advocacy: actively demonstrate you’re on the customer’s team.

"Let’s take care of this…"

2) Positive Positioning: avoid using negative words or phrases such as “No”.

"What I can do is…"

3) Anchoring: Position your outcome as more positive by comparison (use wisely).

"Well it looks like that delivery might be running a bit late so I can go ahead and refund that cost and find you a local retail option to make sure you get it in time."

What is Positive Positioning (or Positive Scripting) for Customer Service?

Positive positioning, also known as positive scripting, is a customer service technique that involves using optimistic and positive language during customer interactions. Customer service agents employ this method to create a positive customer experience, even when addressing challenging issues. 

By coaching your agents to employ positive language in scripted responses, businesses can effectively handle customer concerns while maintaining a positive and empathetic brand image.

In the realm of customer service, interactions with customers can vary widely, ranging from simple inquiries to more complex complaints or issues. When faced with challenging customer issues, using positive language can de-escalate tensions and foster a sense of understanding. Positive positioning focuses on guiding customer service agents to use affirmative language, regardless of the nature of the customer's concern. The goal is to reframe interactions in a way that highlights solutions and customer-centricity.

[Read about how Harry’s used Zendesk and MaestroQA to deliver effortless customer experiences with positive positioning.]

Example of Positive Scripting in Call Centers

Let's drill into a good example of Positive Positioning:

Dee did an amazing job using positive positioning here.

Really important note; the answer to the customer’s question is “No”.

Traditional customer support best practices might suggest a swooning apology and sincere expressions of empathy.

Dee not only avoided using the word “No” but also opened up the customer to future opportunities. As a customer, I’m almost more excited about Harry’s after reading this response than before.

Why?

Benefits of Positive Scripting

There is a ton of research out there on rejection and perceived rejection. Rejection leads to an immediate 30% drop in reasoning skills and increases aggression.

If you place someone in an fMRI scanner and flash the word “No” in front of them for one second, you can see a release of dozens of stress-producing hormones and neurotransmitters which impede the normal functioning of your brain - impairing logic, reason, language processing, and communication.

I wouldn’t call this an environment ripe for a quick resolution and happy customer.

If we focus on what we can do, we can improve the experience.

"Yes, let’s take care of this. What I can do is set you up with a smooth shave for your dinner reservation with Harry Styles."

Let’s take a look at some of the other benefits that positive scripting can have on customer service:

Improved Customer Interactions 

Positive scripting equips customer service agents with well-crafted language that fosters better customer interactions. By using positive and empathetic language, agents create a welcoming atmosphere, making customers feel valued and understood. This leads to increased customer satisfaction, loyalty, and the potential for positive word-of-mouth referrals.

Consistent and Professional Responses 

With positive scripting, customer service teams deliver consistent and professional responses to various customer queries. Preparing agents with scripted responses ensures that essential information is conveyed accurately and effectively. This consistency helps build trust and reliability, as customers can rely on receiving high-quality assistance and information during every interaction.

Handling Difficult Situations

During encounters with angry customers or challenging situations, positive scripting enables customer service agents to maintain composure and address issues with a positive outlook. The use of affirmative language can defuse tense situations and focus on finding solutions, enhancing the chances of de-escalating conflicts and leaving customers with a positive impression.

Enhancing Customer Experience

Positive scripting contributes to an enhanced overall customer experience. By showing empathy and using uplifting language, agents create a customer-centric atmosphere, ensuring customers feel valued and appreciated. This positive experience can lead to increased customer loyalty and reduced churn rates.

Boosting Agent Confidence

Having access to well-crafted positive scripts gives customer service agents more confidence in handling various customer interactions. Agents feel supported and well-prepared to address customer queries, even in complex scenarios. This increased confidence translates into more engaging conversations and higher job satisfaction among agents.

Positive Scripting for De-Escalation

In a call center, encountering angry customers and handling their frustration is a common challenge. Positive scripting equips customer service agents with empathetic language to address customer demands and issues effectively. By using uplifting customer service scripts, agents can de-escalate tense situations, showing understanding and turning negative experiences into positive resolutions. This approach fosters a customer-centric environment, enhancing customer satisfaction and loyalty while promoting a positive brand image.

Customer Service Empathy Statements

Empathy statements play a crucial role in customer service interactions, showing understanding and compassion towards customers' concerns. These statements demonstrate a genuine commitment to resolving issues and fostering positive relationships. Here are some examples of empathy statements:

  1. "I understand how frustrating this situation must be for you."
  2. "I'm sorry to hear about the inconvenience this has caused."
  3. "I can imagine how disappointing that experience must have been."
  4. "Thank you for bringing this to our attention; we'll work to fix it promptly."
  5. "I apologize for any confusion or misunderstanding."
  6. "Your feedback is essential to us, and we appreciate you sharing your thoughts."
  7. "I'm here to listen and assist you with whatever you need."
  8. "I can sense your frustration, and I'm committed to finding a solution."
  9. "I want to assure you that we'll do everything we can to make it right."
  10. "We value your business, and I'll make sure to address this immediately."

By incorporating empathy statements into customer service interactions, businesses can build trust, improve customer satisfaction, and create a positive experience for their clientele.

Conclusion

Many thanks to CEB, now Gartner and The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick Delisi.

A selection of other sources:

“NO” Damages the Customer Experience - The Center for Client Retention

How to master positive positioning when your callers ‘come in hot' - New Voice Media

The Most Dangerous Word in the World - Psychology Today

40+ Phrases to Create Positive Scripting for Customer Service - Comm100

How Disney Creates Magical Experiences (and a 70% Return Rate) - HelpScout

Previous Article

Empowering Agents to Overcome Customer Service Challenges and Drive Brand Loyalty

Leanna Merrell

Navigating Legal Risks of AI in Employee Performance Management

Leanna Merrell

How QA is Transforming Sales

Leanna Merrell

Navigating AI Pitfalls and Enhancing CX in Call Centers

Leanna Merrell

Beyond VOC: The Future of Customer Service Conversation Intelligence

Leanna Merrell

How to Optimize Your Chatbot Strategy: QA’s Critical Role in Enhancing Accuracy & Effectiveness

Leanna Merrell

MaestroQA Achieves PCI DSS 4.0 Level 1 Compliance: Leading the Way in Secure QA Solutions

Lauren Alexander

Don't Settle. Dig Beneath The Surface For Customer Insights.

Team MaestroQA

Using Zendesk CSAT Reviews and Slack to Appreciate CX Agents

Customer Support Best Practices From The NYC Support Driven Meetup

Why Failure To Provide Great Customer Service Is A Risk To Company Success

Maintaining Quality Of Customer Support In The Face Of Hyper-Growth

Customer Service Quality Assurance and Soft Skills

The 2 Agent-Controlled Factors to Improve CSAT Scores

Guide to Building Call Center Quality Monitoring Scorecards

How To Improve CSAT Scores for Your Call Center in 3 Steps

Customer Service Quality Assurance for Higher CSAT Explained

How To Build Your First QA Scorecard — A Comprehensive Guide

Innovation in Quality Management with Freshly at The Art of Conversation

A maybe-too-honest perspective on our rebrand

How FabFitFun Uses Customer Service Quality Assurance To Manage A Best-In-Class Support Team

Team MaestroQA

How to Create A Customer Service Quality Assurance Form

See The Future: Be Proactive In Support Of Your Customers

Team MaestroQA

Quality Management and Customer Service Training Programs

Why Paving A Path To Resolution Is A Customer Service Best Practice

Team MaestroQA

CSAT Scores vs. Quality Assurance Metrics – Which Is Better?

5 Ways Quality Assurance Programs Can Improve CSAT Scores

MaestroQA Partnerships: Introducing Zendesk Suite

Is Your Quality Assurance Program Built For 2018?

Fresh Take: How Peer Review Can Identify Improvements

Roger That! Assume Nothing Until You Get Confirmation

Creating a Multi-Channel Quality Form For Contact Centers

The Art of Training with Harry's Razors and FuboTV

Building Customer Loyalty And Trust Through Service

Team MaestroQA

How ActiveCampaign Uses MaestroQA To Scale Their Support Team, And Improve Team Dynamics

Team MaestroQA

Omnichannel Support For Agents And Customers: A Necessity

2 Types Of Agent Skills That Impact Customer Satisfaction

Mastering Customer Interactions in the Age of DSAT

Leanna Merrell

How Shinesty Uses Alternative Positioning as a Best Practice

Dangers Of The 90%+ QA Scores

Using Positive Positioning to Improve Call Center CX

Team MaestroQA

Navigating AI Implementation Strategy in Customer Experience: Risks and Strategies

Leanna Merrell

Elevating Call Center Performance with Six Sigma and MaestroQA

Lauren Alexander

Elevating Business Excellence Through Non-Customer-Facing QA: A Strategic Imperative

Leanna Merrell

Elevating Trust and Safety through QA: How TaskRabbit Sets the Standard

Leanna Merrell

The Essential Guide to Chatbot Quality Assurance: Ensuring Excellence in Every Interaction

Leanna Merrell

Unlocking Superior CX: The Bombas Blueprint for Quality and Coaching

Leanna Merrell

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Mastering Agent Onboarding: Quality Assurance Lessons from ClassPass

How Angi Unlocked Growth and Continuous Improvement with QA

The Transformation of QA: Driving Business Results - Key Takeaways from MaestroQA’s CX Summit

Lauren Alexander

Unleashing the Power of Customer Conversations: Top 6 Tech Trends Revealed at the CX Summit

Lauren Alexander

Important Factors to Consider when Exploring Sentiment Analysis in Customer Support QA: A CX Community Discussion

Driving Business Impact with Targeted QA: Insights from an Expert

The Art of Outsourcing Customer Support: Lessons from Stitch Fix's BPO Partnership

Larrita Browning

How to Revamp QA Scorecards for Enhanced Quality Assurance

De-Villainizing QA Scorecards with Hims & Hers Customer Service

How to Maximize Call Center & BPO Performance | MaestroQA

Larrita Browning

Writing the Auto QA Playbook & Transforming Customer Support

Larrita Browning

MaestroQA Named One of Comparably’s 2023 Best Workplaces in New York for the Second Consecutive Year

Larrita Browning

Advancing Customer Service Metrics with AI Classifiers

Lauren Alexander

MaestroQA Named on Comparably’s Best Workplaces in New York

Larrita Browning

CX Strategy: The Future of AI in Quality Assurance

Larrita Browning

Elevating Customer Satisfaction with Visibility & Coaching

Larrita Browning

How Customers Collaborate with Their BPO Partners Today

5 Key Strategies to Supercharge Your BPO Partnership

Larrita Browning

Champion-Challenger Model: Improve Customer Service In BPOs

Larrita Browning

Kick Start Your Customer Service BPO Partnership Successfully

Larrita Browning

BPO Call Centers: Best Practices for Quality Assurance

Larrita Browning

Call Calibration: What is It & What are the Benefits?

Larrita Browning

Increase QA Team Alignment with Call Calibration & GraderQA

Dan Rorke

Measuring An Organization's 3 Ps: People, Process and Product

Larrita Browning

Empathy in Customer Service: Everything You Need to Know

Larrita Browning

Average Handle Time (AHT): How to Calculate & Reduce It

How to Onboard Your Customer Service Team to a New QA Program

21 Key Customer Experience Definitions for QA Professionals

Should You Have Dedicated Quality Assurance Specialists?

How Top eCommerce Brands Ensure Exceptional Customer Service in a Remote World

The Top 4 CX Books Recommended by Our QA Community

A Guide to Customer Service Quality Assurance Programs

5 Key Components of a Remarkable Customer Service Experience

The Ultimate Guide to Improving First Call Resolution (FCR)

How to Refresh Your Call Center Quality Monitoring Scorecard

The Key to Customer Service Coaching Is More Data (and Fewer Opinions)

Call Center Quality Assurance with Zola and Peloton

How to Update Your QA Scorecard

3 Ways to Test Your Call Center Quality Assurance Scorecard

The 9 Customer Service KPIs Needed To Improve CX

What is DSAT and 5 Steps to Improve It

Leveraging Customer Sentiment to Improve CX in Call Centers

Larrita Browning

Customer Experience Management and Quality Assurance Jobs

How Deeper CX Analytics Lead to Better CSAT | MaestroQA

Customer Service Management 101: Everything You Need to Know

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

How to Create an Omnichannel Call Center Quality Assurance Scorecard

Achieving Effortless Customer Experiences (CX) with QA

This Is What an Effective Customer Service Coaching Session Looks Like

Customer Service Coaching 101: Improve Agent Performance

Auto-Fail in Call Center QA: What It Means and When to Use It

MaestroQA's Aircall Integration: Bring Your Calls to Life