4612021 Job Aid: Positve and Negative Phrases Job Aid Positive and Negative Phrases Purpose: Use this job aid to review examples of good and bad phrasing in customer services. Ina customer service environment, the phrases you use when dealing with a customer can affect the overall success of your call The technique of active listening lets the customer know thal you are paying attention and that you are engaged with the customer's case. A key part of active listening is the use of positive phrases that signal your attentiveness. Some examples of such phrases are So, you're saying thatthe appliance was faully 8S Soan as you took it out of the box and you want a complete refund, Is that correct?” + “Tunderstand that you want to get this issue resolved as soon as possible." “Thal sounds serious. Im very sorry to hear you've been having trouble.” + "Yes, | understand, go on." Obviously, you should take care to use these phrases only in a suitable context. You should never use them (or any other phrases) to interrupt the customer while he is explaining the problem, You should at al times avoid using negative phrases, as it conveys an unhelpful image of you and your organization. Some ‘common phrases that should be avoided at al times when dealing with customers include + "We can't do that." + "We won't do that." + "You're wrong." think that's the way to do it ‘Such negative phrases undermine the customer's confidence in your abilities to deal with his problem, Course: Interacting with Customers Topic: Implomenting Efective Speaking Skills ©2017 Skilsof Keland Limited "1