POSITIVE PHRASING

Positive phrasing helps gain cooperation from people, we come across as

helpful, while we still provide them with instructions or choices/options.
Usage of Positive Phrasing is a conscious, but genuine desire to be
constructive, helpful, cooperative and empathetic.

Positive Phrasing
 Is courteous, constructive, encouraging, empathetic, and caring.
 Stresses positive consequences.
 Provides choices by avoiding limiting & obligatory words.
 States the desired behavior.
POSITIVE PHRASING
You didn’t specify
You didn’t include

But, you mentioned that..

You said that..

It should be there.
Do you want me to explain again?

Just do...then..
You need to..

Its obvious!
Did you get it now?
 POSITIVE PHRASES - OPENING
It would be my pleasure
to assist you.

I’ll be glad /happy to I can certainly help

assist u. you with this.

I’ll definitely try my best to make this

a positive experience for you.
POSITIVE PHRASES - CLOSING
POSITIVE PHRASING
Are you
Listening?
Are you distracted by systems or pop ups or
someone talking around you?

Are you assuming what the customer issue is?

Are you interrupting our customer?

If you are, then you are not listening. Listening

actively is the key to resolving issues and
ensuring customer satisfaction :D
 Refrain from saying “I understand”, tell them “’WHAT’, you
understand”

No! You don’t understand,

what I’ve been through.
What do you understand?
I need the network!

I understand sir…

“I know how difficult it could be when there’s no network to access

your emails or make phone calls.
Let me resolve this issue for you, right away!”
 I’ll fix this issue for you.
If I can’t, I’ll escalate this,
to our networking team &
you’ll receive an update,
in the next 72 working
hours.

Don’t just say, “I apologize

for the inconvenience!”
You have no idea what
you’re putting me
through!

Refrain from saying “I apologize”, tell them ‘WHAT’, you will do”
 “We value your money & want
you to be a happy customer.
There’s an update about a
maintenance scheduled to
improve the network in your
locality. You will receive better
coverage post the scheduled
time, i.e. 6 am tomorrow. ”

“I don’t want to pay

for a service, I cannot
use.
I’m losing business
because of your
network.”
 “I was supposed to receive a call back, but you just don’t keep your word!”

“I’m really sorry about the experience you’ve had and let me assure you, that
it’s not our way of doing business. I can check your a/c & let you know the
reason, of why this has happened. I’ll also share the feed back with the previous
advisor if required. And now that you are here let me quickly resolve the issue
for you.”
 Give the speaker your undivided
attention.
Avoid being distracted by
environmental factors.
Listen to the tone in the
speaker's voice.
Keep an open mind.
Allow the speaker to finish.
Don't interrupt with counter
arguments.
Make Notes.
- Key points made by the
customer
- Questions you want to ask

How do I
Listen effectively?
 Reflect on what is being said. Remember as a listener, your role is
to understand what is being said.

Respond appropriately: Acknowledge the thoughts and opinions

of the customer and assert your opinions respectfully.

Keep an open mind so you don’t start to judge people – This

reduces the ability to listen actively.

Tone will tell you much more than the actual words. Remember
it’s not always what you say, it’s also ‘HOW’ you say it.

Ask questions to ensure understanding.

Be attentive, but relaxed.

Reflect and paraphrase to demonstrate interest.

Summarize when there is an agreement.

Tips on
Listening
Questions?