Here you will learn about positive communication and how to apply it to your customer service skills.
When to use
Always respond positively to your customer to keep the customer happy or turn them back to being happy.
When a customer makes a request or has a challenge you want to respond positively.
You want to say “YES” to your customer. Do everything you can to avoid the word, “NO.”
Say things like this instead, “I wish I could. What I CAN do for you is...”.
Take responsibility for the customer’s issue regardless of whose fault it is.
Say things like, “I apologize” or “Please forgive me”. Avoid “I’m sorry”.
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