Knowing how to turn negative language into positive statements is a skill that takes time, but once mastered, can flip your customer service interactions 180 degrees.
Our brains just respond differently to positive language, so be aware of how even innocent-sounding words and phrases can trigger a negative response. For example:
Instead of “No problem!” ……...Try “My pleasure!”
Instead of “Don’t hesitate to contact me.”............ Try “Please contact me if you have any questions.”
Instead of “Our next availability isn’t until next month.”........ Try “I can schedule that for you now - how does October 7th sound?
Take action: Make a list of commonly-used culprits and their counterparts and post it at your desk as a reminder. What’s on your list?