Positive phrasing focuses on what can be done rather than on limitations, problems, or what cannot be done.
In customer service, it means replacing negative statements like “We can’t ship that until Friday” with more helpful language like “We can ship that for you on Friday.”
Positive phrasing keeps conversations constructive, reduces frustration, and shows customers that the rep they are working with is focused on finding solutions.
The November issue of Customer Communicator, the training and motivation newsletter for frontline reps, brings readers tips and examples for presenting any news in the most positive light.