Avoiding NEGATIVE Impact!
Paula ???? Curley
?Customer Service Pioneer??Columnist, BIZCATALYST 360°??Creative Writer, Poet??Word Jedi Poetess??A soul with purpose is an advocate for the birthright of dignity. Finding My Worth Saved Me from the Worst??#Opism #PaulaG
Are you experiencing bad luck; bad day; bad mood; bad feelings???? BAD WORDS! Take the bad out and put something better in. The B-words (bad words) can sabotage a lot more than the grammatical sentence. Negative phrases and words on a repetitive basis can rob people of truly positive and happy experiences. It’s time to increase your awareness to these words and phrases and replace them with brighter and meaningful contributors to overall positive experiences. The words and phrases you so choose to use; be aware of their impact. There are some words or phrases that can be avoided; they are a turn off and it does exactly that; it terminates the conversation or even more; the relationship. You can still be talking but the impact has been launched.
The impact can and will be astounding…Is it like brain washing? We can alter and train the brain to be influenced. Why not make it a better and more positive experience? What you do and say will be affected; not only that; those around you will be radiated upon and affected as well….before you know it; it’s contagious and spreading…this one we want to infect others with.
-"we can't" or "we won't" are negative and make the customer want to find a representative who knows what they want and can deliver what he wants successfully with no problems.
-“to be honest…” implies you are not always honest
Avoid slander and slang such as “yea” & “k”; “For sure”; “Totally”Proceed with the top “6” (https://www.cbsnews.com/news/the-6-best-words-in-customer-service/)
And Proceed with the top “6” (https://www.cbsnews.com/news/the-6-best-words-in-customer-service/)
These are the top six active, enthusiastic, mood-altering, wonderfully human words that will dramatically change the way customers react to your conversations, e-mails and text chats. They are ridiculously simple, yet potent tweaks to the normally gray, predictably mundane language of customer service:
"Delighted"
"Absolutely"
"Pleasure"
"Happy"
"Sorry"
"Yes"
Resources:
https://smallbusiness.chron.com/negative-words-phrases-avoid-sales-20634.html
https://www.grammarly.com/handbook/sentences/negatives/
https://www.abctrainingsolutions.biz/customerservice.html
Paula Goodman; April 16 2015
Projetista Mecanico Sênior Especialista
5 年Congrats Paula ???? Goodman, wise, perfect and respectable words. It is always productive to stop, listen, pay more attention, and learn to those with expertise. ????????
Data Analyst
5 年You are right, paula. Negativity take away your smile from your face. Always prepared a positive mindset to stop negativity from yourself. And your posts always motivates to keep away negativity. Thank you.
Virtual Assistant | Customer Service Representative
5 年This serves as a good reminder. Thank you, Paula.?
Artist, Master Photographer,
9 年Nice article should get some ( positive) response!