A: You’re right to raise the red flag. This subtle but destructive behavior could be costing your contact center valuable customer loyalty and reviews. The good news? With the right approach, you can nip it in the bud and transform it into an opportunity for stronger connections.
At its core, this issue reminds us of a fundamental truth: training associates with “the right words” isn’t enough. Those words only matter when delivered with sincerity, emotional intelligence, and good judgment. Let’s look at three ways you can help your team close the gap between scripted responses and authentic customer care.
1. Build Self-Awareness Through Catchphrases
Encourage associates to become more mindful of how they sound. One way is to create a light, memorable catchphrase for your team to use when someone slips into robotic or insincere delivery.
For example, in my family, we often said: “Say it like you mean it—and make me feel it.” If an apology between my kids didn’t sound genuine, I’d ask them to try again using that phrase. The same principle works with associates. It helps them pause, reflect, and recalibrate in the moment.
A catchphrase turns feedback into a shared, constructive cue—keeping everyone accountable while removing defensiveness.
2. Encourage Associates to Internalize Customer Issues
Sincere delivery comes from empathy. Help your associates connect more deeply with customers by encouraging them to put themselves in the caller’s shoes. Ask them: “When have you experienced something similar? How did it feel?”
By reflecting on their own experiences, associates can more easily mirror the customer’s emotions. Then, reinforce the practice of active listening: acknowledge the customer’s words and match them with a tone of voice that conveys understanding. Words plus tone equals authentic empathy.
3. Add “SPICES” to Every Conversation
At Ulysses, we help associates develop greater awareness of how their delivery impacts customer experience by adding “SPICES” to their tone. Through coaching and practical techniques, agents learn to fine-tune the way they speak—not just the words they use, but how they use their voice to build trust and connection.
To help agents develop a natural, genuine tone, encourage regular practice focused on self-awareness. A simple and effective recommendation is to ask agents to talk about something they genuinely care about—such as weekend plans, a favorite sports team, or family. These familiar, personal topics naturally bring out positive vocal qualities like warmth, energy, and a conversational pace.
When agents hear themselves speaking with authentic enthusiasm and clarity, they can begin to recognize what “good” sounds like. This creates a strong foundation for transferring those same vocal qualities into customer interactions, helping them sound more engaged, empathetic, and helpful in every conversation.
By becoming more intentional about their delivery, agents can turn routine interactions into meaningful moments that show customers they’re genuinely valued.
The Bottom Line
Sincere, emotionally intelligent communication can’t be scripted—it has to be felt. To close the gap between robotic responses and authentic customer care, focus on helping associates become more self-aware, empathetic, and intentional in their delivery. Simple tools like catchphrases, empathy-driven reflection, and tone-enhancing techniques can turn routine conversations into powerful moments of connection. When agents sound like they mean it, customers feel it—and that’s what builds trust and loyalty.
All my best,
Dina
About Dina Vance
Senior Vice President, Managing Director of North American Operations at Ulysses Learning
In her current capacity with Ulysses Learning, Dina is responsible for the day-to-day operations of the company and also serves as the chief client relationship executive, working with Fortune 100 clients and other progressive organizations to redefine the way customers are cared for. Under her leadership, Ulysses has been recognized for its work in transforming customer service, sales and coaching cultures through the development of emotional intelligence or “EQ,” enabling reps to confidently, consistently and expertly handle each customer interaction. The company has focused expertise in serving the healthcare, insurance, utilities, and financial services industries.
Before joining Ulysses in 2001, Dina was responsible for the ground-level startup of two contact centers to serve bankers including Fortune 100 clients First Chicago, Harris Bank, American Express and Citibank. This led to her role as call center lead consultant and division manager for an international learning organization prior to Ulysses. Outside of work Dina is actively involved in local volunteerism and enjoys cooking, gardening and nature walks.
Dina can be reached on LinkedIn or at dvance@ulysseslearning.com; for more details on Ulysses Learning visit www.ulysseslearning.com
Challenge Solved! Is sponsored by:
Ulysses Learning was founded in 1995 as a joint venture with Northwestern University’s world-renowned Learning Sciences department. Since then, Ulysses’ continued focus on research and development has earned it prestigious awards and recognition and, most importantly, the respect from its clients who rely on Ulysses for innovative performance improvement solutions that change with their rapidly developing and evolving environments.
Contact centers achieve profound business results ahead of schedule with Ulysses Learnings’ artful blend of patented simulation-based e-learning, facilitated exercises, coaching, and technology-driven tools, that redefine the way customers are cared for and transform customer service, sales, and coaching cultures. Ulysses has one of the only training systems proven to build EQ with its proprietary Framework with Freedom© approach, enabling reps to develop skills to empathize with others, build stronger customer bonds, and improve team dynamics with confidence, consistency, and excellence.
Ulysses Learning is a multi-year recipient of the Gold Stevie© Award for the best contact center customer service training.
Begin your contact center transformation now. Phone 800-662-4066 or visit
www.ulysseslearning.com to get started.