Spinning a Negative Situation With Positive Language

by | Nov 13, 2013 | CRM, Customer Support, Knowledgebase

Rather you realize it just yet or not, how you tell a customer something can mean all the difference in obtaining a sale or a lead. If you use overtly negative word choice and language, then you run the risk of alienating the customer, and losing a sale. Using more positive language and word choice, even in a negative situation, can potentially make all parties happy.

Let’s consider two frustrating customer service instances. In the first, you have to tell a customer a product is out of stock—no one wants to hear that. So rather than flat out telling them it’s out, state something along the lines of “sorry, we’re temporarily out of stock” and then offer to place an order for them to get the product, or offer to hold it when the next shipment comes in. The next example relates to phone-based customer service, and involves transferring a call. Again, this is something no one likes, but sometimes it has to be done, so when you do it, spin it in a positive light. Rather than simply telling the customer you’re transferring them, tell them you are transferring them to a specialist who is specifically trained to handle their problem.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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