Positive Scripting
| DO NOT SAY…. | RATHER SAY…. |
| She is not available | She will be able to assist at…., can I assist now? |
| She went home early | She will be available tomorrow…. |
| He’s not answering | He will only be available later…. Is there something I can assist you with? |
| Sorry to keep you waiting | Thank you for your patience… |
| You must talk to someone in credit control | May I transfer you to…? [State person’s name] |
| Who is speaking? | May I ask who is calling? |
| Where are you calling from? | Could you please give me your contact details |
| What’s it about? | May I please ask what it is connection with? |
| Did you make an appointment? | Are they expecting you? |
| I don’t know | I will find out… |
| I’m afraid | I need to inform you that… |
| “Um” | No replacement, use positive professional scripting |
| Hang on | May I place you on hold while I… |
| “No”, at the beginning of a sentence | No replacement, use positive professional scripting |
| Okay | ‘Yes’, ‘Thank you’ or ‘That is correct’ |
| Possibly | What I am able to do |
| Perhaps | I would like to recommend |
Examples of Positive scripts include:
- Certainly…
- Let me find out …….
- I can assist you with …….
- I will arrange for you ……