Negative vs Positive Scripting | Customer Service

Here’s the significant difference between negative and positive scripting in customer service. In this billing mock call, you'll observe two agents interacting with the same customer differently—one using negative scripting and the other employing positive scripting.

#customerservice #callcenter #bpocompany #bpo #billingmockcall

00:00 Question
00:28 Negative Scripting Call
07:54 Positive Scripting Call
11:24 Conclusion

[prettysaii]

Hi Ms. Kwestyon I'm a silent follower 3 years upto now and I wanted to say thank you for your tips coz after I failed multiple times finally I got hired .. your videos are big help for a newbie like me Thank you so much <3

[ryenn]

Thank you very much for your tutorials. I passed the initial and final interviews, as well as the Versant test. Now, I'm processing my requirements. Thank you so much, Miss Kwestyon. God bless.

[Maria_]

Thank you po. Newbie here and palagi po akong nagkaka DSAT.

[phyrined]

I see myself on how Claire communicate to Samantha.😂 Positive scripting is something I wanna learn and improve more 😁 Thanks Candice!

[noelryanrubi]

Thank you. Your the best in this type of tedious hard task job.

[kaboonsxu]

thank you for your great job of the videos. I think you are the best customer service supervisor I have ever met...

[astraandromeda]

Hello miss, I just wanted to say how much I love your voice and the way you speak—your accent is amazing! I’ve been following you for almost four years now, ever since the very beginning of my career. Even though my work is a bit different (I’m doing cold calls), I watch your videos for voice modulation tips. Your delivery and how you handle calls inspire me, and I’ve been learning so much from listening to you. I really admire your style and hope to speak as confidently as you do one day. Thank you for sharing your skills! And lastly I just want to ask you what headphone are you using?

[outsmart]

I failed twice in final interview because i can't convince them that i really want to let go of my degree and i will devote my life learning the art of customer service? What should i do?

[vishnusuraj]

Thank you very helpful I needed this training

[maleen]

Please make a video on rebuttal in case of No from prospect. Specially in sales calls

[karazu]

Positiive Scripting is a QA requirement where I work. you're done for if you don't use it! 😂

[germainkibad]

Thx sisterrooo. Please continue making videos.

[normancruz]

I love your work, i'm learning with your videos

[rochellerosebas]

Hello, this is out of nowhere but would you be able to feature customer service virtual assistant? Thanks!

[molaniiaulualo]

Hi Sheina! Can you make an outbound call sample on asking a prospect if they received an email on an offer about power/ energy please ?

[angielineestolatan]

Hello ms.kwestyon can you make a video about the assessment which is also part of the interview in the call center industry.

[EzequielFeliz-hohq]

You are so beautiful I love you. I get rid of anxiety hearing your voice 🫠

[kaboonsxu]

a real meaningful of professional agent

[jonalyneniro]

I'll be back here once im successful with my final interview

[rosemaypuerte]

Hello Candice, i really learn a lot to your videos can you make video to this issue? hehe. thank you so much..

Cx was routed to Customer support from automated system upon setting up payment arrangemt, did offer other selfservice option and cx doesnt want to pay for support fee because of that.