“Hi! How may I help you?” The opener to every call I had as a customer service agent. I lasted for only six months. I wasn’t built for the job and the culture—angry clients, graveyard hours, and unusual supervisor-and-agent relationships. Discovered positive scripting for the first time there. Whenever our system was down, we’d say “Our system is upgrading.” Instead of saying their transactions were delayed, we’d say “We are experiencing a slight delay, and we are working diligently to...