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The Surprising Reason Customers Trust a Real Personality Over a Script

The Surprising Reason Customers Trust a Real Personality Over a Script

You already know the feeling of being talked down to the moment you admit you need help. It makes people close a chat window and never come back. There’s a reason some businesses avoid that entirely, and it has nothing to do with training scripts or polish. It has everything to do with sounding like a real person instead of a script. What one help desk customer said to me still explains it best, and it’s a lesson worth carrying into your own business too.