Name it!
It is a language that, when used, will not sound accusatory, sarcastic or threatening
Positive Language
What "P" word we should always use whenever we are asking customer to do the troubleshooting.
"Please"
Customer might feel uncomfortable or end up humiliated.
Impact of Negative Language
Give 2 Benefits of Positive Language
•Gives a positive company image
•Satisfies Customers
Give 2 Techniques to deliver Positive Language
Focus on the things you can do
State the facts
Politely explain
Don’t bad mouth
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Always be polite
Describe as:
"Let us not fall into a trap and provide inaccurate information to the customer. Instead, utilize your resources to get the correct information."
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