Positive language workshop

Understand

Promise

positive

Concern

Here's what I can do... We can...

statements

Apologize

Situation

for customer service

Excellent

Tough moment

Promise:Show confidence when giving a resolution.

Understand:To create bounds and show empathy Provide bad news

Here is what I can do:We can do/make... When providing the customer a resolution that is not the one they were looking for. Use the pronoun "I" or "we" depending the situation.

Concern:synonym Substitutes the word "problem"

positive

statements

Apologize or apologies:Always good when a customer calls for any issue. DO NOT OVER APOLOGIZE

Situation:Synonym use it instead of "problem" or "issue"

for customer service

Excellent:Positive word for providing options. Also good to talk about positive features

Tough moment:SynonymHard issue the customer has with something personal

Understand

Promise

It's your turn

Concern

Here's what I can do... We can...

Create sentences using the positive statements mentioned on this workshop.when reading them aloud, remember that intonation plays an important role as well.

Apologize

Situation

Excellent

Tough moment