In a blog we shared last year we talked about the importance of Positive Phrasing. As we noted then, the language that your customer service team uses is very important and can make the difference between an excellent customer experience and a downright horrible one.
Here are some words or phrases we suggest that you work into your call templates or scripts, or even to simply share with your team so that these words remain top of mind:
- Absolutely
- Authentic
- Brilliant “That is a brilliant idea!”
- Certainly
- Complete
- Convenient
- Creative
- Definitely “I can definitely look into that for you.”
- Excellent
- Exciting
- Experienced
- Expert
- Fantastic
- Favourite
- Fortunate
- Generous
- Great
- Helpful “That would be very helpful.”
- I Agree
- I Understand
- Ideal
- Impressive
- Perfect “That sounds perfect.”
- Preference
- Prompt
- Recommend
- Solution
- Terrific
- Thank you!
- Timely
- Truthful
- Valuable
- Wonderful
- Wow!
- Yes
