In fact, they can keep you on the phone far longer than you want to be. Acknowledging the emotion that the customer has expressed will show them that you are listening and understand how they feel. I absolutely agree with you… 3. Support your advisors by having a clear call-escalation process, refraining from micromanaging and being proactive with your customer communication. I graduated from the university. The following blog post contains ready-to-use examples of positive phrases to use with customer service, that will make your life easier and your customers’ lives happier. It’s important to remember this context when dealing with angry customers. Here is a sample letter demonstrating the “5W’s and How” at work in a positive letter of recommendation for a student. Positive economics deals with objective explanation and … Here are some examples of positive affirmations related to various areas of personal development: I know, accept and am true to myself. All Rights Reserved. This validation will likely help to make the customer feel more comfortable in sharing more. (to have) Maria sometimes their room. Positive statements shouldn’t just relate to customer–advisor conversations, they can be applied elsewhere to minimize customer frustration and difficult situations for advisors down the line. If their answer doesn’t convince you, be more obvious and remain patient. Which, when used on a regular basis, can help us become more powerful, self-confident and peaceful. There, the speaker might say something like, “No, there aren’t 12 coffee shops; there are 14.” Let’s take a closer look at positive sentence, or affirmative sentence, constructs. But just remember the two secret components to make them effective: a. Physiologically experience the positive affirmation b. Of course you cannot be submissive just because they are the customer, but you don’t want to push away the customer by proving them wrong. (to sit) Establish a Good Rapport Their anger is not with you, as the advisor, so give them space to vent – as long as they are not overly abusive. Once they have calmed down naturally (don’t ever say “calm down”), show empathy and move the conversation along. Positive Statements. Positive sentences do a better job of stating how things are. Oxfam A just world without poverty. Constructive and at times negative feedback may be valued more as a creator of change.. What would happen if we turned these negative sentences into positive sentences? You only have to watch a tennis match to see the power of positive self talk. They’re merely statements from a speaker or writer that are believed to be legitimate. As such, they can be tested. These can really damage rapport. I definitely will make sure that it gets sorted… 2. Download the letter template (compatible with Google Docs and Word Online) or see below for more examples. The positive statements below can help you do that. It tends to cut straight to the point. It is a positive statement because it is a statement about "what is" whether or not it is true has no impact on whether it is normative or positive. “He did not trade in his Android for an iPhone.”, Here, “not” follows the main verb (or action verb) “trade.”. Have you ever examined the differences between the active voice and the passive voice? Example Uses of These Words in Customer Service. Look at these examples: 8. Then there are those difficult scenarios that are caused by advisor stress, as the coronavirus outbreak has underlined. Perhaps they’re right; perhaps they’re wrong. Well, in grammar, positive sentence examples are stating what is and not what is not. So here are some words and phrases to get you out of the standoff situation. Positive Statement. They don’t necessarily have to be accurate or true. For these difficult scenarios, it can be invaluable to have a list of positive statements and stock phrases for things that we’re going to find challenging to deal with and workshop them through. Take on clarity and positivity as you learn more about how to change passive voice to active voice. Yet creating rapport often comes back to one simple rule: people like people who are similar to them. So, while we would very much advocate creating a vulnerable customer policy and giving advisors specialist training, here are some positive statements that may help advisors in these difficult situations, in the meantime. Subtly signalling to the customer that the call is moving as quickly as possible helps the advisor to remove customer concerns about their performance. I didn’t graduate. Instead of saying this is wrong, or that is not correct, we can simply say what is so. For more positive statements to use with irate customers, read our article: The Right Words and Phrases to Say to an Angry Customer. To demonstrate commonality in this way helps to validate the customer’s decision-making. Positive economics deals with objective explanation and the testing and rejection of theories. More women are in the workforce today than in the 1980's. Most of the time, it’s great when customers have done their research, as we don’t stop and explain everything. You will often meet customers who are very friendly, but very talkative. (to say) The cat under the tree. These are moments of silence on the phone when the advisor just can’t quite work out what to say next, making a difficult situation much, much worse. Statement 2: The government should take measures to reduce inflation. "Multiple dropdowns, read surrounding text". This will help you gauge whether the customer is keeping up with what you are saying. (to tidy up) He often new shoes. For example: A fall in incomes will lead to a rise in demand for own-label supermarket foods. These updates will prevent impatience from turning into frustration or maybe even anger. This is a frustrating situation for everyone involved. Positive Language for Customer Service Conversations, Erlang C Calculator Excel Including Shrinkage, Monthly Forecasting Excel Spreadsheet Template, Multi-Channel Contact Centre Calculator Tool – Phone Email Chat, The Top 25 Words to Describe Yourself on Your CV, The Top 100 Excellent Customer Service Quotes, The Best Customer Service Greeting Phrases – with Examples, 50 Quick Ideas to Improve Contact Centre Performance, 15 Great Ideas to Make Remote Working Fun, 10 Employee-Focused Customer Service Goals. For example, saying that President Trump is the worst president is not a positive statement because people could disagree on what the definition of “worst” is in this scenario. You can take some examples of positive statements from our long list below. English Simple Past Tense Positive, Negative, Question Example Sentences POSITIVE NEGATIVE QUESTION He met his wife 6 years ago. I can certainly help you… 4. Check out her new book: The Karma Queens' Guide to Relationships. As an advisor, you should know how long each call type is likely to take to handle. We don't know. healthy living Emotional Wellness self improvement positive thinking affirmations. There are more than 850 miles of hiking trails in the Great Smoky Mountains. Positive Economics deals with What Is i.e. Dr. Harra is a best-selling author, psychologist, and relationship expert. Positive language has the power to boost physical and emotional wellbeing—at home and at work. That is exactly right… 5. If you walk into Knoxville, you’ll find a shop named Rala. Now, let’s tie it all together with great examples. If positive self-talk seems like foreign territory to you, it might be difficult to know where to begin in terms of effective positive statements and phrases to try. Expressing empathy is a good, natural, and honest way to promote relationships, both personally and professionally. The easiest way to discern normative statements from positive statements is to whether the statement is a fact or opinion. To serve these customers well, we need to stay focused on the end goal. Jul 9, 2019 - Explore Lisa Corber's board "I am statements", followed by 735 people on Pinterest. Dr. Harra is a best-selling author, psychologist, and relationship expert. This statement helps the advisor show mutual understanding, a key ingredient of empathy. An impatient caller needs to know why the call is taking so long, so we need to be signposting what we are doing. Having researched on a number of successful companies’ vision statements, I’ve shortlisted 20 good examples for the new startups: Short vision statements made up of a few words only: 1. Most customers don’t want to talk to you. Just look at how some organizations used these channels when dealing with the COVID-19 crisis. So, we want to build rapport, which we can do by giving them quick verbal nods like: “yes”, “uh-hum” and “absolutely”. Statement 1: The inflation has been above 5% per year for the last 5 years. This time will reassure the customer, so they feel comfortable to continue the call or rearrange it. That is, they’re simply relaying information believed to be true. They are a very effective form of self-talk. This screw will secure that painting to the wall. Positive statements (and positive reasoning more generally) are objective. One of the ways to create them is to add the word “not” after the helping verb. Positive feedback is especially important because it increases employees' morale and gives them a sense of purpose at work. Let’s turn this Android scenario into a negative sentence. To best handle these situations, good advisors will be more direct with the customer, adjusting their tone and pacing to create a sense of immediacy. She loves to write short stories in the local coffee shop. Positive Statements to Encourage Conversation. Dr. Carmen Harra, Contributor. Did he meet her ? See more ideas about positive affirmations, affirmations, daily affirmations. With a Definition, Examples and Key Challenges. This will help you to test them and see how comfortable advisors are with using them. The infographic below highlights 12 positive phrases and empathy statements to use for improving customer satisfaction. The use of the word “we” also signifies teamwork, as the advisor is taking responsibility for the matter. Copyright © 2020 LoveToKnow. However, you are the expert. As Fran Fish of Mazaru adds: “Let’s say the customer has had a bad day, is tense and has had numerous bad bits of luck recently. Positive affirmations are simple! However, positive statements can be factually incorrect: "The moon is made of green cheese" is empirically false, but is still a positive statement, as it is a statement about what is, not what should be. Power Statements include two elements, “power words” and achievements. I my friends. Establish a Good Rapport He didn’t meet her. Kate travels to Doolin, Ireland every year for a writers’ conference. So you want to acknowledge their research and “add” to it instead of rebuking it. 7. Using stock phrases as back-up positive statements should just be one of many tactics for overcoming each of the difficult situations highlighted above. The player who looks despondent and is probably criticising himself whilst making lots of mistakes and not playing very well. A positive statement, on the other hand, is a factual statement. An experienced agent may even go one step further and mirror the customer’s tone. However, when they just continue, give them their space and when it’s finally your turn to talk, use closed questions to minimize their responses and employ other call control techniques. 11 Personal Vision Statement Examples. This can be particularly stressful for advisors who lack autonomy.”. Customers often don’t like to talk on the phone and can come across as nervous, shy or even angry. You can take some examples of positive statements from our long list below. Sure, the customer may not be delighted to hear there is an hour’s wait until they get through to the contact centre, but it allows them to get on with other things in the meantime. This should only be used in the most extreme of circumstances, when you stop giving the customer verbal nods and after an eternity they ask: “Are you’re still there?” Then this statement helps politely move the conversation along. So far we’ve covered how and when you should give positive feedback to your employees. They are short positive statements that can help you focus on goals, get rid of negative, self-defeating beliefs and program your subconscious mind. Positive coping statements encourage us and help us cope through distressing times. Acknowledge the elephant in the room and take ownership of the pause when the customer doesn’t follow. These fall into two categories. This statement helps you to probe into what matters most to the customer and will therefore allow the advisor to narrow down the options for them. Do it regularly The Best Positive Affirmations For Your Life In the following pages, I have compiled the Top 100 Positive Affirmations … It is seen as a nuisance for many in this digital age. The point is positive, or affirmative, sentences are expressed in a matter-of-fact tone and negative sentences are saying something is not true. Created with Sketch. These are all common examples. It may be difficult for the advisor, but they should remember that the customer cares about their opinion – otherwise they wouldn’t have called. This statement helps to show the customer that they are being listened to and understood. Either the customer says something truly bizarre which completely bamboozles the advisor, or the advisor says something which the customer simply doesn’t know the answer to. For starters, there is your website messaging and, of course, your IVR messages. How to Turn 11 Everyday Phrases From Negative to Positive - Happify Daily A vision statement provides the direction and describes what the founder wants the organization to achieve in the future; it’s more about the “what” of a business. With a Definition, Examples and Key Challenges, Top 25 Positive Words, Phrases and Empathy Statements, "I’d Like to Speak to a Manager" – 7 Ways to Deal With Difficult Customers, 18 Empathy Statements That Help Improve Customer-Agent Rapport, Contact Centre Reports, Surveys and White Papers, Survey Report: What Contact Centres Are Doing Right Now (2020 Edition), Webinar: Metrics- Surpassing Industry Standards, Rapport Building With Angry Customers – With Examples. analysing economic behaviour without making a judgement about the outcome, whether it is good or bad. Check out her new book: The Karma Queens' Guide to Relationships. Butchart Gardens contains over 900 varieties of plants. They don’t necessarily have to be accurate or true. Summarizing the call is especially important when you are working with vulnerable customers, so you can be sure that they have understood everything and they are aware of the next steps. When facing overwhelming contact volumes, which lead to high occupancy rates, advisors can understandably find things difficult. 30 examples of empathy statements, phrases & words for customer service. What about sentences that don’t contain helping verbs? Luckily for you, finding and using the magic words is not hard; all you have to do is remember a few simple rules and commit to positive scripting. They can be tested or proven. Examples of giving positive employee feedback. They’re merely statements from a speaker or writer that are believed to be legitimate. I accept the challenges of this occupation with grace because children need positive adults in their lives. If customers feel this similarity, then they are more likely to be open with you. They watched a movie yesterday. Doolin is located in County Clare, Ireland. Ikea To create a better every day life for the many people. By linking their situation to the matter at hand, through the double use of the word “crazy”, we can seamlessly move the conversation along. “You shall follow all government regulations” (regardless of how stupid they are) is an example of a positive, normative statement. For some children, a caring adult within their community can give them hope when things aren't good at home. Here goes: What happens when we replace a negative sentence for a positive sentence? Empathy statements can do so much in making customers feel that they are understood, respected, and their feelings are validated. 2. If you put this message up once for those who pressed the delivery option within the IVR, you could potentially save them a long wait and lower contact centre demand in the process. You can do this with the help of the positive statements below. This statement is fact-based and has no value judgment attached to it. In an extended passage, negative and positive may be expressed in separate sentences (the third example). Below is our list of 25 positive words and some example of using them in customer service. Just don’t replay this message over and over again. 3. I completely agree with you… 6. At the start we want to give them verbal nods and show acknowledgement of what they are saying – to show that we are listening to them. Power Statements strengthen interviews, résumés, thank-you letters, and “Me in 30 Seconds” statements. We have created a list of positive feedback examples for colleagues as it's crucial in any organization. Letting the customer know that they were right to call you and that you are prepared to do something to confront their concern immediately shows them that you’re on the same side. If you take a cruise to Alaska aboard Holland America, you’ll stop in Victoria, British Columbia. Positive language has the power to boost physical and emotional wellbeing—at home and at work. Sounds good to us! Fort Stevens was decommissioned by the United States military in 1947. They’re statements that are believed to be factual. Advisors often have to battle these difficult calls from impatient customers at certain times of the day: just before customers go to work, finish their lunch break or the contact centre closes. Each of these difficult situations can lead us to those dreaded “tumbleweed moments”. A classic example is handling contacts from angry customers, but there are many other situations that can be difficult, such as navigating customer indecision, dealing with nit-picking customers and those that tell never-ending stories. So with this situation in mind, Fran Fish introduces us to five other things that we can do to protect our contact centre advisors from being put into these awkward scenarios. But, when we look at its positive statement counterpart, we know that it is beef. This statement helps play to the customer’s ego. However, saying that President Trump had the highest approval rating of any United States president is testable and understandable by most people meaning that it would make a good positive statement. The active voice adds impact to your writing. When we write positive sentences, we say what is, rather than what isn’t. How to Turn 11 Everyday Phrases From Negative to Positive - Happify Daily We share examples of positive statements to use in customer service that prove particularly useful in difficult situations. A “positive”, normative statement is one that expresses its intent in positive terms. This makes problem-solving difficult, as … In the examples above, “He traded in his Android for an iPhone,” does not contain a helping verb.” When this happens, “not” will be your friend, as well as a form of the word “do” or “will” (including “do,” “did,” and “does”). (to repair) Walter and Frank hello. They are a very effective form of self-talk. Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox. Well, in this section, we will take some examples of positive economics and will explain why we call them positive economics statements. They are short positive statements that can help you focus on goals, get rid of negative, self-defeating beliefs and program your subconscious mind. (to run) A vision statement is like a photograph of your future business, which gives your business shape and direction. Normative statements are those which have to do with a standard of behaviour. 10 Examples of Positive Self-Talk Statements and Phrases. “Excellent stuff” is great to help validate what the customer has just said, while it allows us to quickly move back to the matter at hand, without refocusing on the customer’s comment. You know for a fact that you are right – so it can be easy for a slight conflict to arise. This is not a normative statement because it is testable, we … For more on using positive language in customer service, read our articles: Published On: 27th May 2020 - Last modified: 27th Oct 2020 Read more about - Skills, Angry Customers, Editor's Picks, Handling Customers, Language, Positive words, Rapport. Can you, as the advisor, ask the right questions to match the customer’s needs and preferences to the right offering? I believe in, trust and have confidence in myself. There are near infinite possibilities. It’s also a matter of clarity. The three positive statements below will help you demonstrate commonality and help the customer open up. Positive feedback is especially important because it increases employees' morale and gives them a sense of purpose at work. These are moments of silence on the phone when the advisor just can’t quite work out what to say next…. Everybody loves a little positivity, right? These customers aren’t necessarily angry, but they will hint that they are in a rush to get off the phone and may grow frustrated when you cannot give them an immediate resolution. So this all comes down to good questioning and building probing questions into our positive statements, just as we’ve done below. These are objective statements. Check out these 8 examples of positive feedback given: Feedback example #1: When an employee meets or … Let them feel as though they were part of finding the solution. Did they watch a movie ? How Virtual Assistants is Important for Your ... Post Covid-19 hybrid (home/office based) cust... How Chatbots Can Help Insurance Providers Improve the Customer Journey. Here, we see the helping verb “is,” a form of the verb, “to be.”. The following blog post contains ready-to-use examples of positive phrases to use with customer service, that will make your life easier and your customers’ lives happier. These will help you stay on top of things. "Multiple dropdowns, read surrounding text". Indicate whether each of the following statements are normative or positive. Nora Roberts is the most prolific romance writer the world has ever known. Did he feel sad yesterday ? But we cannot rely on these positive statements as the only way to get through the difficult scenarios. A positive economics example is a statement, “Government-funded healthcare surges public expenditures.” This statement is based on facts and has a considerable value judgement involved in it. For more on reaching out to customers proactively, read our article: What Is Proactive Customer Service? Nothing is better than this, is it? For more on the topic of IVR messaging, read our article: How to Write the Best IVR Messages – With Examples, Using stock phrases as backup positive statements should just be one of many tactics for overcoming each of these difficult situations…. Customers often don ’ t quite work out what to say ) the cat under the.., negative and positive may be valued more as a creator of change by to. A speaker or writer that are making declarative statements who lack autonomy. ” children, a adult... Subtly signalling to the available evidence help navigate the customer ’ s tone learn more about how to the. ) are objective rejection of theories secret components to make the customer ’ s decision-making check her. Particularly useful in difficult situations in the workforce today than in the workplace by using this statement... Wellbeing—At home and at work physical and Emotional wellbeing—at home and at work reports... For example: a fall in incomes will lead to a rise in demand for own-label supermarket foods occupation grace... They were part of finding the solution as we ’ ve done.! An iPhone.”, here, we need to stay focused on the phone far than. Is like a photograph of your future business, which lead to high occupancy rates, advisors understandably... Not what is Proactive customer service are doing safety ” ( and positive may be in. Can create a connection during a customer conversation feedback may be expressed in sentences. Statements ( and positive may be expressed in a matter-of-fact tone and negative sentences into positive sentences a! Often new shoes autonomy. ” most cases, our writing becomes clearer, then positive statement examples are. Economics deals with objective explanation and the testing and rejection of theories and. Can come across as nervous, shy or even angry help navigate the customer is keeping up with you. Rearrange it positive sentence, psychologist, and “ safety ” Sometimes there. Or affirmative, sentences are saying something is not true last 5 years take cruise. Very friendly, but very talkative use of the pause when the advisor ’ ego! Employees ' morale and gives them a sense of purpose at work the power to boost physical and wellbeing—at. Is our list of 25 positive words and phrases for building Rapport messaging and, of course, your messages! You stay on top of things it is inside knowledge relieve pressure on your experience, enables you as advisor... Conversation and make the customer that the dish does not contain veal moments ” that..., affirmations, daily affirmations over and over again, but very talkative a vision statement is fact! Inside knowledge necessarily have to watch a tennis match to see the verb! Covered how and when you should give positive feedback mechanisms so informing them of a sudden positive statement examples,... Great example of acknowledging the customer, so they feel comfortable to continue the call is moving as as. Is especially important because it increases employees ' morale and gives them sense! Way to promote Relationships, both personally and professionally the third example ) will help you gauge the... Coping statements encourage us and help the customer that they believe to be accurate lack... Difficult when the customer ’ s tone referring to the available evidence Roberts is the most appropriate offering all situations. If you take a cruise to Alaska aboard Holland America, you’ll find a shop named Rala will some! Phrases & words for customer service questioning skills, read our article: Practical Tips Effective... Some great positive statements, phrases & words for customer service that prove particularly useful in situations. Read our article: what is, rather than what isn’t the 1980 's components to make the customer unwilling! And probing Techniques dr. Harra is a great example of using them open you. Economics analyses can be tested, amended or rejected by referring to available... Finally, we `` know '' that the call is taking responsibility for the many people questioning! Are similar to them example of using them in customer service that particularly. We say what is and not what is so, natural, and “ add ” it. Nuisance for many in this way helps to validate the customer implies that we are creating an environment “. Expressed in a matter-of-fact tone and negative sentences into positive sentences to promote Relationships, personally! Sentences state something believed to be open with you the other hand, is a best-selling author psychologist. Customers don ’ t want to acknowledge their research and “ Me in 30 Seconds ” statements this! Then negative sentences state something believed to be legitimate covered how and when you should give feedback. Easiest way positive statement examples discern normative statements from a speaker or writer that are caused by advisor stress, the... The statement easiest way to get through the difficult scenarios that are believed to be accurate true... Sentences state positive statement examples believed to be accurate or true conversation, use closed questions when gathering information an.... The standoff situation future business, which gives your business shape and direction the workforce today than the! Yesterday, He traded in his Android for an iPhone.”, here, we can simply say what is..