Writing Customer Service Scripts

Want to write customer service emails that make your clients feel like VIPs? 🌟 I've got a game-changing tip for you! Let's talk about the power of personal pronouns in your emails. It's a simple trick that can transform your communication from robotic to relatable in seconds! Here's why personal pronouns are your secret weapon: They instantly personalize your message 🎯 Instead of "The issue is being addressed," try "I'm working on solving this for you." Feel the difference? They show you're a real person, not a bot 🤖➡️👩💼 "We understand your frustration" sounds so much warmer than "Your frustration is understood." They create a connection 🤝 Using "you" and "your" makes the customer feel seen and valued. They make your writing more conversational 💬 It's like chatting with a friend, not reading a formal document. They help avoid the dreaded "copy-paste" vibe 📋❌ Tailored language shows you're giving personalized attention. Try this: Before hitting send, scan your email for personal pronouns. No "I," "we," or "you" in sight? Time for a quick rewrite! Remember, in customer service, it's not just about what you say, but how you say it. Personal pronouns are your ticket to emails that feel warm, genuine, and human. What's your favorite way to add a personal touch to customer emails? Share your tips below! 👇

There is a reason why human written copy converts more than ChatGPT generated one. I spent a month regenerating a website copy that looked perfect on paper, but nobody replied, clicked or did anything. And one afternoon I deleted everything and wrote it the way I'd explain it to someone who would actually want to buy my course. And just like every Cinderella story, the response rates jumped from 3% to 11% within a week. When you write a copy that actually sounds human, people stay on your page longer, and convert more. And the copy built on emotion performs twice as well as the copy built on logic alone. The perfect example is the brand engine landing page that follows all the rules that I just mentioned: https://lnkd.in/g_DdvvdR Data suggests that emotional marketing increases conversion likelihood by 70%. But, most brands think professional means formal. It doesn't. Professional means you respect someone's time enough to be clear and human means you respect them enough to be real. Take five minutes right now. Open your homepage. Read it out loud. Does it sound like you talking, or does it sound like everyone else? If it sounds like everyone else, fix it. Give answers that feel like you're sitting across from someone who needs your help desperately. Because fully emotionally connected customers are worth 52% more than highly satisfied ones. These numbers aren't about manipulation, they're about trust. People buy from people they trust. And trust starts when you stop performing and start being honest. Reply with one sentence from your current copy that feels genuinely human. I'll tell you if it works. #branding #brandstrategy

Here’s the typical B2B corporate spiel you’ll find in whitepapers, pitch decks, or LinkedIn posts about service design and customer experience. “At [company name], we pride ourselves on delivering best-in-class service design solutions that enhance end-to-end customer experiences. By leveraging agile methodologies and cross-functional collaboration, we optimise customer journey touchpoints to ensure stakeholder alignment and drive measurable business outcomes. Our human-centric approach puts the user at the heart of our strategic framework, enabling scalable, future-ready experiences that foster brand loyalty and digital transformation.” Yawn! That kind of language says absolutely nothing. It’s the verbal equivalent of a beige carpet. I know, I've written dozens of these because, you know... brand guidelines. I've been asked to "humanise" a brand so I am chucking all this nonsense in-the-bin. This is what I want to know about your service design and customer service: Tell me what broke, show me what it felt like to be a customer stuck in that system. Walk me through the moment everything started to unravel. Then show me what changed, how the design made things easier, and why it mattered, and this is what I'll write for you: "We help fix the challenges that frustrate your customers and wear down your team. The dropped calls, the confusing forms, the twelve-step journeys that should’ve taken three. We get to know the people using your service (not just the ones designing it) and we listen. Then we redesign what’s not working, we make things clearer, faster, and more human so your customers don’t give up halfway through, and your team doesn’t have to keep apologising for things they didn’t build. That’s what good service design does. It makes everything feel less like hard work and more human." Don't mistake clarity with simplicity, and simplicity with lack of authority. The people reading it are not moved by “stakeholder alignment” or “agile transformation frameworks,” they’re moved by clarity and the feeling that someone actually understands the problem they’re trying to solve. Then make sure your visuals show a real person, not a desk, or a phone or a laptop.

Stop asking ChatGPT to "Sound like a human." That's too vague. And you'll still get robotic, corporate-sounding content. If you want writing that actually feels natural, relatable, and authentic, you need to define what kind of human voice you're aiming for. Use these prompts instead: 1. The Conversational Voice "Rewrite this content to sound like I'm having a casual conversation with a friend over coffee. Use short sentences, contractions, and natural speech patterns. Remove any formal or stiff language. Make it feel like I'm talking directly to one person, not presenting to an audience. Content: [paste text]." 2. The Confident Expert Voice "Transform this into the voice of a confident professional who knows their stuff but doesn't need to prove it. Use clear, direct language without jargon or hedging words like 'maybe' or 'perhaps'. Sound authoritative but approachable. Remove any unnecessary qualifiers. Content: [paste text]." 3. The Storytelling Voice "Turn this content into a narrative that pulls people in emotionally. Use sensory details, personal moments, and natural pacing. Make it read like someone sharing an experience, not explaining a concept. Keep the human element at the center. Content: [paste text]." 4. The Relatable Voice "Make this sound like someone who truly gets what the reader is going through. Use 'you' and 'I' language. Acknowledge common frustrations and shared experiences. Make it feel empathetic and understanding, like talking to someone who's been there. Remove any corporate speak or distant tone. Content: [paste text]." 5. The Punchy Voice "Give this content energy and punch. Use short, impactful sentences. Remove fluff and filler words. Make every sentence drive forward with momentum. Sound bold and decisive, not cautious or wishy-washy. Cut anything that doesn't add value. Content: [paste text]." 6. The Thoughtful Voice "Adapt this to sound reflective and insightful, like someone who's genuinely thought deeply about the topic. Use natural pauses, nuanced observations, and honest admissions of complexity where appropriate. Avoid oversimplification but stay accessible. Sound human, not perfect. Content: [paste text]." 7. The No-BS Voice "Strip this down to a direct, no-nonsense tone that cuts through the noise. Remove corporate jargon, buzzwords, and anything that sounds like marketing speak. Say what needs to be said plainly and honestly. Sound real, not polished to the point of being fake. Content: [paste text]." P.S. ~ For more updates like this: 1. Scroll to the top 2. Click "View my newsletter" 3. Subscribe, and you'll never miss a thing in the world of AI ever again.

"Hi [First Name], thanks for reaching out. Let me look into this for you!" Sounds familiar? It should—because every customer has received a message like this at some point. Yesterday, I was talking to Daniel, a Support Lead at Cisco. He was frustrated. 📍 His team had 𝐚𝐥𝐥 𝐭𝐡𝐞 𝐫𝐢𝐠𝐡𝐭 𝐦𝐚𝐜𝐫𝐨𝐬—pre-written, polished, designed for speed. 📍 Response times were 𝐛𝐞𝐭𝐭𝐞𝐫 𝐭𝐡𝐚𝐧 𝐞𝐯𝐞𝐫. 📍 CSAT? 𝐏𝐥𝐮𝐦𝐦𝐞𝐭𝐢𝐧𝐠. Why? Because 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐜𝐨𝐮𝐥𝐝 𝐭𝐞𝐥𝐥. They knew when a response was copy-pasted. They felt when an agent was just clicking buttons. They got frustrated when their unique issue got a generic reply. The irony? The faster the team got, the worse the experience became. 𝐖𝐡𝐞𝐧 𝐌𝐚𝐜𝐫𝐨𝐬 𝐆𝐨 𝐖𝐫𝐨𝐧𝐠 🔹 The ‘Speed Over Substance’ Trap – Agents default to short, vague macros that don’t actually answer the customer’s question. 🔹 The ‘Copy-Paste Syndrome’ – The same macro is sent even when it doesn’t quite fit. The result? Confused, frustrated customers. 🔹 The ‘AI Voice’ Problem – Everything starts sounding robotic. No personality. No warmth. Just another ticket being processed. Daniel realized something: 💡 Macros aren’t the problem. ❌ Macros without personalization are. 𝐓𝐡𝐞 𝐑𝐢𝐠𝐡𝐭 𝐖𝐚𝐲 𝐭𝐨 𝐔𝐬𝐞 𝐌𝐚𝐜𝐫𝐨𝐬 ✅ Ban Macros for First Replies on Complex Issues Customers don’t want “Hi there! Let me check this for you.” They want proof you read their message. ✅ Set a ‘Personalization Minimum’ Every macro should have at least one sentence written by the agent. If you can’t make it feel human, rewrite the macro. ✅ Train Agents to Use Macros Like a Draft, Not a Final Answer A macro should be a starting point, not a lazy response. The best support teams tweak and tailor every reply. TAKEAWAY: Macros should speed up great support, not replace it. If customers can tell you’re using a macro, you’re using it wrong.

How I wrote emails that sounded damn personal (Even though we automated it for a coaching business to add $5k in retainers) Ever opened an email and thought, “Wow, this was written just for me!” 🤩` Then you realize… it wasn’t. That’s the magic of personalization. And when it’s done right, even automated emails can feel like a one-on-one conversation. But, Dhruv, why does personalization matter so much? 🤔 Inboxes are war zones. ↳ People delete boring emails in seconds ↳ Generic subject lines? Straight to spam ↳ “Dear Customer”? Bye But personalized emails? They grab attention, build trust, and drive action. Here’s how you can automate emails that still feel human: 1️⃣ Use their name, but go beyond it Yes, “Hi [First Name]” is table stakes. But real personalization digs deeper: → Mention their industry, pain points, or goals. → Reference something specific they’ve shared (like a LinkedIn post). Example: “Hi [Name], I noticed you’re scaling your coaching business—such an exciting phase! I wanted to share [relevant tip/resource].” 2️⃣ Write like you talk No one wants to read an email that sounds like a robot wrote it. → Use conversational language. → Ask questions. → Avoid jargon and overly formal tone. Example: Bad: “We are pleased to inform you that our services can benefit your enterprise.” Better: “Struggling to grow your LinkedIn presence? Let me share what’s worked for my clients.” 3️⃣ Segment your audience Automation doesn’t mean one-size-fits-all. Break your email list into segments based on: ↳ Where they are in the buyer’s journey ↳ Their industry or role ↳ The lead magnet they signed up for Then, tailor your content to each group’s unique needs. 4️⃣ Add a personal touch to your CTA ↳ Generic: “Click here to learn more.” ↳ Personalized: “If you’re ready to take the next step, reply to this email or book a quick call—I’d love to hear about your goals.” The result? Automated emails that felt personal, built trust, and drove insane conversions. What's ONE thing that you keep in mind while writing emails? 🤔 PS - Struggling to write emails that actually connect? DM me, and I’ll help you craft automated sequences that feel anything but robotic. #emailmarketing #contentstrategy #emailcampaigns

So here's a weird thing about email marketing... I've been studying what actually works for 25 years, and almost everyone's doing it wrong. Here's why: We all learned how to write in school. You know the drill: • Proper grammar • Professional tone • Perfect punctuation • "Dear sir/madam..." And it's killing your results. Think about how YOU use email in real life: You write to friends. You share stories. You make jokes. You probably even trick your friends into clicking on totally inappropriate pictures. THAT'S how real humans use email. But the second we write "business" emails... We turn into robots: "Dear Valued Customer, I trust this email finds you well. I wanted to reach out regarding an exciting opportunity where I bore you to death as you read this very email ..." DELETE. Nobody reads that stuff. Here's what actually works: 1. Write Like You're At Happy Hour - Imagine you're telling a friend about something cool - Use normal words (not "marketing speak") - Keep it casual - Tell stories - Be real 2. Break Every Writing Rule - Start sentences with "And" or "But" - Use ... when you feel like it - Write short sentences - Add personality - Sound like a human 3. Stop Trying To Sound Important Instead of: "I'm pleased to announce our innovative solution..." Try: "Check this out..." Instead of: "As per our previous correspondence..." Try: "Like I mentioned..." Instead of: "We're offering a unique value proposition..." Try: "Here's the cool part..." 4. Use Natural Transitions Instead of: "Furthermore..." Try: "Oh, and get this..." Instead of: "In conclusion..." Try: "Bottom line..." Instead of: "Please be advised..." Try: "Quick heads up..." 5. The Most Important Rule If it sounds like "businessy" (totally a real word) ... Delete it and start over. Your prospects get hundreds of boring "professional" emails every day. They don't need another one. They need real conversations from real humans about real solutions to their problems. 😎 Want to see something cool? I did a live training recently where I showed how to take boring "professional" copy and turn it into EXCELLENT copy - in seconds. Used AI to do it too. This was all "without a net" ...so to speak. I just took people from the audience and made their stuff better. It's really simple to do (I show you exactly how in the class) and you can have it free if you want it. I put the recording up at https://oJoy.ai/221 You don't need to sign up for anything in order to see it. It's just a video on a page. P.S. Yes, I wrote this post exactly how I tell you to write emails. And you read the whole thing, didn't you? 😉

Most cold emails sound like they were written by AI. Here's how I make mine sound human: The difference between an email that gets deleted and one that gets a reply often comes down to one thing: Personality!! Most agencies send emails that sound like this: "We are pleased to inform you about our comprehensive lead generation solutions that can optimize your sales funnel." Come on, bro… Here's what I send instead: "We can help you add Enterprise Value to your business by building custom software into the back end of your operations." Much better! You want to let your authentic self come through in the copy. In one of our campaigns, I literally wrote: "You won't have to rely on lead generation agencies ever again" because that's exactly how I talk in real life. I've noticed that when you inject humor and personality, prospects respond like humans instead of gatekeepers. People appreciate authenticity over corporate speak. So next time you’re writing your cold email script, write like you're explaining your offer to a friend at a coffee shop. Oh, and use contractions. Say "you'll" instead of "you will." Say "we're" instead of "we are." Include conversational phrases that show personality without being unprofessional. You want your prospects to feel like they're talking to a real person instead of a marketing department.

The goal of every cold email script? Sound like a real human being who gives a damn. That's it. Because your prospects are getting bombarded with emails every single day. Most of them sound like they were spat out by ChatGPT after binging on a stack of dusty business textbooks. This makes it VERY easy to stand out... But only if you follow these golden principles: 1. Write like you talk. Use contractions. Keep it casual. Imagine you're writing to a friend, not a faceless corporation. 2. Make it about them, not you. Nobody cares about your "revolutionary AI-powered SaaS platform". They care about their problems. Lead with their challenges, not your solution. 3. Get specific. "I help companies increase revenue" is yawn-inducing. "I helped a company just like yours boost sales by 37% in 60 days" is attention-grabbing. 4. Use the "So What?" test. After every sentence, ask yourself, "So what?" If you can't answer why the prospect should care, cut it out. 5. Nail the subject line. Your subject line is like the headline of a newspaper. If it doesn't grab attention, the rest of your brilliant copy doesn't matter. Make it intriguing, specific, and about them. 6. Create a sense of urgency. Why should they respond now? Give them a reason to act today, not "sometime in the future". 7. Keep it short. If your email looks like a novel, it's going straight to the trash. Get to the point quickly. Respect their time. 8. End with a clear, easy call-to-action. Don't make them guess what you want. Be clear about the next step, and make it easy for them to take it. 9. Inject some personality. Don't be afraid to let your personality shine through. A little humor or a unique voice can go a long way in making your email memorable. 10. Test more stuff. What works for one audience might bomb with another. Always be testing different approaches and refining based on results. Being human is ALWAYS your secret weapon. Write emails that sound like they came from a real person who genuinely wants to help, not a soulless corporation trying to make a quick buck.

Most chatbots sound like chatbots. You know the voice. "Thanks for reaching out! A team member will be with you shortly. In the meantime, can I help with anything?" Nobody talks like that. Not a single soul in all of human history has ever talked like that. So we spent weeks making ours sound like a slightly tired receptionist who's been at the front desk for 6 years and actually knows the business. Not overly enthusiastic. Just... normal. When a lead came in saying their heat pump cycles off when it gets hot out, our system didn't launch into a sales pitch. It said "10 years with no service... yeah, it's definitely time. The cycling thing is worth mentioning, too. Want me to get someone to call you?" That's it. No upsell or urgency tactics. It feels like an expert reacting to a real problem. We even built in edge cases for the difficult stuff. Lead comes in angry? System recognizes it and gets a human on the phone faster instead of trying to calm them down with canned responses. Lead asks if they're talking to a bot? Handled. Lead texts back after the conversation ended with a follow-up question? Handled. The whole thing is basically prompt engineering a personality. Teaching the system when to ask two questions and when to ask one. When to push and when to back off. When to match someone's casual energy and when to escalate. Turns out making AI sound human isn't about making it smarter. It's about making it listen better.