Using positive language

Overview

This section will help you raise awareness of the impact on the customer of using negative language to tell the customer what they or you cannot do. It will provide learners with two techniques for turning a negative into a positive. This will ensure that the the service provider appears more helpful to the customer and that they take ownership of customer issues. The DVD will also provide a practical solution for how to deal with situations where customers make demands that , because of policy or procedure, the service provider cannot do what the customer wants.

Overview