Have you heard this before: “It’s not what you said, it’s how you said it.”? Even the most innocent and well meaning statement can have a negative undertone if the words used are not chosen wisely.
It should be no surprise that when it comes to customer service, the language your team uses is very important! A statement made using negative words can create a reaction that could be avoided (or at least reduced) by saying the very same thing with positive phrasing.
So what exactly is “positive phrasing?” Here are some ideas and descriptions that come directly from some of the best members of our Select Call team:
Positive phrasing means always giving a positive ‘spin’ on what you are saying to someone. This makes a big difference particularly if the person is upset.
Rather than stating what you CAN’T do, always start with what you CAN do. Instead of “I can’t answer that question” say “I can have a teammate give you a call to answer that for you.”
Instead of “that’s not my job/department” say “My teammate in this department can help you with that…”
Avoid “hanging statements” which don’t have an action statement. Instead of replying with “I see” say “I understand what you’re saying. So I can … for you”
Always try to project an upbeat and friendly attitude with each caller especially at the end of the interaction. This way, your caller leaves with a good impression.
Do you have other positive phrasing examples and ideas? We’d love to hear them!
Want to learn more about the Select Call difference for your organization? Book a call with us today!