Speaking in the Positive (Your Words)

When speaking to a customer, your primary goal is to remain positive. Don’t waste time telling the customer what you CAN’T do; focus on what you CAN do. Put yourself in the customer’s shoes. Wouldn’t you rather hear, “I’ll be happy to look that up for you,” than “I don’t know”?

The following table shows some negative phrases to avoid and some positive phrases you can use instead:

Negative Phrase Positive Phrase
I don’t know. I’ll find out.
That’s not my job. I’ll find someone who can help you.
That’s not my fault. I’ll get that taken care of right away.
I’m busy right now. I’ll be back with you in just a minute.
Why don’t you give me a call back in a few minutes. May I call you back?
Why did you… ?  (implying blame)? Let me see if I understand.
We can’t do that. We can do this.

Take a moment.  Can you think of some negative phrases that you frequently use when dealing with customers?  What are some positive phrases you could use instead?