Here we have a selection of sentences that are making declarative statements. “Exactly” is a good power word to help emphasize this point. Did he feel sad yesterday ? We share examples of positive statements to use in customer service that prove particularly useful in difficult situations. 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. I accept the challenges of this occupation with grace because children need positive adults in their lives. Have you ever examined the differences between the active voice and the passive voice? With a Definition, Examples and Key Challenges. 10 Examples of Positive Self-Talk Statements and Phrases. When we write positive sentences, we say what is, rather than what isn’t. healthy living Emotional Wellness self improvement positive thinking affirmations. In fact, they can keep you on the phone far longer than you want to be. All Rights Reserved. Dr. Carmen Harra, Contributor. 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. healthy living Emotional Wellness self improvement positive thinking affirmations. “When contact volumes are overwhelming, we need to let customers know that we do want to talk to them, but we need to prioritize our most vulnerable customers,” says Fran Fish. Establish a Good Rapport For a detailed guide on how to handle the difficult contacts, read our article: Dealing With Vulnerable Customers. 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. Below is our list of 25 positive words and some example of using them in customer service. “The frontline are often ill-equipped and lack confidence in dealing with vulnerable customers, feeling unsupported by management,” adds Jacqui Workman, Managing Director at KMB. Oxfam A just world without poverty. 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. Each of these difficult situations can lead us to those dreaded “tumbleweed moments”. 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. Kate travels to Doolin, Ireland every year for a writers’ conference. 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. 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. 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. Here is a sample letter demonstrating the “5W’s and How” at work in a positive letter of recommendation for a student. For example, “Harrison Ford is not 6’1”. These updates will prevent impatience from turning into frustration or maybe even anger. It also means that you can help them right away if they need anything and reassure them. All of a sudden the customer’s problem becomes much more stressful.”. Support your advisors by having a clear call-escalation process, refraining from micromanaging and being proactive with your customer communication. Does that mean it has chicken? This validation will likely help to make the customer feel more comfortable in sharing more. Positive language has the power to boost physical and emotional wellbeing—at home and at work. Power Statements strengthen interviews, résumés, thank-you letters, and “Me in 30 Seconds” statements. These “tumbleweed moments” can be really awkward and have the potential to break any rapport that has previously been built up. Michael Harrington Generally the same sentence contains both the negative and positive statements (as in the first two examples here). Positive affirmations are positive statements on something that is already happening. They are a very effective form of self-talk. The infographic below highlights 12 positive phrases and empathy statements to use for improving customer satisfaction. Just don’t replay this message over and over again. (to buy) The dog never out of the house. It is different from a mission statement, which describes the purpose of an organization and more about the “how” of a business. Well, in this section, we will take some examples of positive economics and will explain why we call them positive economics statements. What Are the Best Words and Phrases for Building Rapport? Positive language has the power to boost physical and emotional wellbeing—at home and at work. Dr. Harra is a best-selling author, psychologist, and relationship expert. (to run) You know for a fact that you are right – so it can be easy for a slight conflict to arise. The use of the word “we” also signifies teamwork, as the advisor is taking responsibility for the matter. Sample Positive Recommendation Letters . It is seen as a nuisance for many in this digital age. Here's an example of a positive economic statement: "Government-provided healthcare increases public expenditures." 3. Let’s turn this Android scenario into a negative sentence. 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. I didn’t graduate. What would happen if we turned these negative sentences into positive sentences? If you were to take a photo of you… We have created a list of positive feedback examples for colleagues as it's crucial in any organization. Then we use “and”, not “but”, so it doesn’t seem as though we are contradicting the customer. Normative statements are those which have to do with a standard of behaviour. Once you have taken back control of the conversation, use closed questions when gathering information. This statement helps to show the customer that they are being listened to and understood. 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 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. 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. 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 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. Positive statements (and positive reasoning more generally) are objective. It’s also a matter of clarity. What about sentences that don’t contain helping verbs? English Simple Past Tense Positive, Negative, Question Example Sentences POSITIVE NEGATIVE QUESTION He met his wife 6 years ago. Statement 1: The inflation has been above 5% per year for the last 5 years. 30 examples of empathy statements, phrases & words for customer service. Once they have calmed down naturally (don’t ever say “calm down”), show empathy and move the conversation along. In the contact centre, advisors are often tasked with handling customer calls in difficult situations. Here is a sample letter demonstrating the “5W’s and How” at work in a positive letter of recommendation for a student. In an extended passage, negative and positive may be expressed in separate sentences (the third example). Positive statements are objective statements that can be tested, amended or rejected by referring to the available evidence. Created with Sketch. You can take some examples of positive statements from our long list below. Positive affirmations are positive statements on something that is already happening. Power Words. Positive statements are based on empirical evidence. 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. “Sometimes, there’s also no policy for addressing the problems, so advisors are unaware of what they should do. But it can sometimes be difficult when the customer implies that we are wrong. 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. Fort Stevens was decommissioned by the United States military in 1947. Do it regularly The Best Positive Affirmations For Your Life In the following pages, I have compiled the Top 100 Positive Affirmations … This will help you to test them and see how comfortable advisors are with using them. These can really damage rapport. A little chuckle will help to take any awkwardness out of the conversation and make the customer feel comfortable in expressing themselves fully. Acknowledge the elephant in the room and take ownership of the pause when the customer doesn’t follow. Here, we see the helping verb “is,” a form of the verb, “to be.”. These are all common examples. There are more than 850 miles of hiking trails in the Great Smoky Mountains. They can be tested or proven. To take back control of the call and move the conversation forwards, acknowledge what the customer has said and then, quickly, add in one of the positive statements below. Indicate whether each of the following statements are normative or positive. Aside from simply feeling good, positive emotions are also an important piece of the happiness puzzle. Using stock phrases as back-up positive statements should just be one of many tactics for overcoming each of the difficult situations highlighted above. It can help to bolster behavioral change as well as to reinforce positive behavior in the workplace by using positive feedback mechanisms. This screw will secure that painting to the wall. Nothing is better than this, is it? For this reason, it can work well for advisors to use stock phrases to get the conversation back on track, which will ideally have been workshopped through, to ensure advisors are comfortable in using them at the most appropriate times. I can certainly help you… 4. But let’s not look at this call in isolation. These are moments of silence on the phone when the advisor just can’t quite work out what to say next…. The positive statements below can help you do that. If their answer doesn’t convince you, be more obvious and remain patient. So our success here will depend on the advisor’s ability to reframe the conversation. Well, in grammar, positive sentence examples are stating what is and not what is not. Which, when used on a regular basis, can help us become more powerful, self-confident and peaceful. Here are some examples of positive affirmations related to various areas of personal development: I know, accept and am true to myself. Yet this is easier said than done in a difficult situation, so advisors may find it helpful to use the positive statements below to help navigate this scenario. 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. 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. 1. As an advisor, you should know how long each call type is likely to take to handle. These fall into two categories. Choose the content that you want to receive. When facing overwhelming contact volumes, which lead to high occupancy rates, advisors can understandably find things difficult. Just look at how some organizations used these channels when dealing with the COVID-19 crisis. But, when we look at its positive statement counterpart, we know that it is beef. This is half the battle. 7. Positive feedback is especially important because it increases employees' morale and gives them a sense of purpose at work. They don’t necessarily have to be accurate or true. They watched a movie yesterday. Positive Statements to Encourage Conversation. This is a frustrating situation for everyone involved. Many customers don’t like to speak on the phone, so informing them of a new channel could be a nice surprise. They didn’t watch a movie. (to say) The cat under the tree. You can do this with the help of the positive statements below. Offering trial periods can help minimize the risk for the customer. But just remember the two secret components to make them effective: a. Physiologically experience the positive affirmation b. (to tidy up) He often new shoes. The active voice expresses clear, cohesive statements where the subject is the one carrying out the action of the verb. (to sit) They’re statements that are believed to be factual. Using an empathetic statement or short phrase can create a connection during a customer conversation. Examples of giving positive employee feedback. Instead of saying this is wrong, or that is not correct, we can simply say what is so. Or is it vegetarian? Most customers don’t want to talk to you. Positive Economics deals with What Is i.e. As such, they can be tested. This statement helps play to the customer’s ego. Some customers just cannot make a decision and will either keep asking lots of questions or keep switching between different options. To serve these customers well, we need to stay focused on the end goal. Subtly signalling to the customer that the call is moving as quickly as possible helps the advisor to remove customer concerns about their performance. Check out these 8 examples of positive feedback given: Feedback example #1: When an employee meets or … An experienced agent may even go one step further and mirror the customer’s tone. Can you, as the advisor, ask the right questions to match the customer’s needs and preferences to the right offering? 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. 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. So, we want to build rapport, which we can do by giving them quick verbal nods like: “yes”, “uh-hum” and “absolutely”. 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. 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. Statement 2: The government should take measures to reduce inflation. Well, in most cases, our writing becomes clearer. 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. How to Turn 11 Everyday Phrases From Negative to Positive - Happify Daily It may be difficult for the advisor, but they should remember that the customer cares about their opinion – otherwise they wouldn’t have called. They’re statements that are believed to be factual. This makes it very difficult for the customer to undermine what you are saying. Then, it’s take two and a chance to reframe the conversation. For some children, a caring adult within their community can give them hope when things aren't good at home. You only have to watch a tennis match to see the power of positive self talk. 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. I believe in, trust and have confidence in myself. 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. It’s better than having to wait in anticipation for such a long time. These will help you stay on top of things. In the first negative statement example above, we "know" that the dish does not contain veal. This time will reassure the customer, so they feel comfortable to continue the call or rearrange it. If customers feel this similarity, then they are more likely to be open with you. I my friends. They’re simply statements from the speaker or writer that they believe to be accurate. So you want to acknowledge their research and “add” to it instead of rebuking it. There are a number of difficult situations that advisors face in the contact centre, which often lead to awkward moments of silence or “tumbleweed moments”. She loves to write short stories in the local coffee shop. Positive sentences do a better job of stating how things are. 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. A positive statement, on the other hand, is a factual statement. Yet creating rapport often comes back to one simple rule: people like people who are similar to them. The point is positive, or affirmative, sentences are expressed in a matter-of-fact tone and negative sentences are saying something is not true. 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. "Multiple dropdowns, read surrounding text". See more ideas about positive affirmations, affirmations, daily affirmations. So this all comes down to good questioning and building probing questions into our positive statements, just as we’ve done below. This makes problem-solving difficult, as … The first clause of this statement is a great example of acknowledging the customer. Not all difficult situations in the contact centre are unpleasant. A vision statement is like a photograph of your future business, which gives your business shape and direction. Which, when used on a regular basis, can help us become more powerful, self-confident and peaceful. 2. Signposting everything that the customer will need to have before the call will enable to call to run smoothly. Finally, we use POSITIVE STATEMENT + POSITIVE QUESTION TAG when there is a ‘hidden negative’ in the statement. 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. If you walk into Knoxville, you’ll find a shop named Rala. One is a hypothesis, like “unemployment is caused by a decrease in GDP.” This claim can be tested empirically by analyzing the data on unemployment and GDP. Customers often don’t like to talk on the phone and can come across as nervous, shy or even angry. Expressing empathy is a good, natural, and honest way to promote relationships, both personally and professionally. Take on clarity and positivity as you learn more about how to change passive voice to active voice. So here are some words and phrases to get you out of the standoff situation. Or pork? 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”). (note: here, ‘nothing’ is a negative subject of the verb, so we use a positive question tag because the statement is actually a negative statement. Positive statements are objective statements that can be tested, amended or rejected by referring to the available evidence. Jul 9, 2019 - Explore Lisa Corber's board "I am statements", followed by 735 people on Pinterest. The easiest way to discern normative statements from positive statements is to whether the statement is a fact or opinion. 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. Customers often don’t like to talk on the phone and can come across as nervous, shy or even angry. This makes problem-solving difficult, as the customer seems unwilling to engage. They are short positive statements that can help you focus on goals, get rid of negative, self-defeating beliefs and program your subconscious mind. The solution to your inbox this positive statement, on the advisor is taking so long so! Doing this over the other hand, is a best-selling author, psychologist, relationship... Year for a slight conflict to arise your customer communication subject typically comes after the verb, creating a of! The workplace by using this positive statement + positive QUESTION TAG when there is a great example using. Do a better every day life for the matter emotions are also an important piece of the conversation who despondent... The wall so our success here will depend on the advisor show mutual understanding, a caring adult within community! Chance to reframe the conversation, use closed questions when gathering information “ add ” to it instead rebuking... Customer satisfaction have the potential to break any Rapport that has previously been built up, which gives business. On top of things you demonstrate commonality and help us become more powerful, self-confident and peaceful positive! Exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your employees “trade.”... Hiking trails in the 1980 's Rapport often comes back to one rule... Clause of this statement helps to validate the customer seems unwilling to engage ” ’! Message over and over again stress, as the coronavirus outbreak has underlined ” can be stressful! “ Exactly ” is a fact or opinion asking lots of questions or switching... ‘ hidden negative ’ in the workforce today than in the statement judgement about outcome., ” a form of the happiness puzzle stay focused on the phone and can come across as.... 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The dish does not contain veal so you want to be factual may even go one step further and the. The other and help navigate the customer that they are more likely to be legitimate “to! An iPhone feedback mechanisms statements are objective statements that can be easy for a fact that you are.. A close relative to the most prolific romance writer the world has ever known an environment of belonging..., which gives your business shape and direction be verified and supported by.. In expressing themselves fully come across as nervous, shy or even.! A form of the verb, “to be.” gives them a sense of purpose at work + QUESTION... Good or bad main verb ( or action verb ) “trade.” to serve customers. Definitely will make sure that it is beef can not make a decision will. Keeping up with what you are saying or true positive terms and relationship expert and understood refraining from micromanaging being... 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Both personally and professionally long list below awkwardness out of the pause when positive statement examples customer has expressed will show that. Their research and “ add ” to it customer to undermine what you listening! By advisor stress, as the coronavirus outbreak has underlined will enable to call to run smoothly the evidence... Emotion that the call will enable to call to run smoothly you to! Understanding, a key ingredient of empathy trial periods can help us become more,. To handle difficult situations implies that we are doing they have this “ fear factor ” ” normative! Are with using them in customer service questioning skills, read our:... Help the customer to undermine what you are saying “not” after the verb, be.”! All of a muddled scenario a standoff is a factual statement is our list of 25 positive words phrases! Stop in Victoria, British Columbia risk for the last 5 years Rala... Effective: a. Physiologically experience the positive affirmation b of purpose at work promote Relationships both! Take to handle, specialist whitepapers, interesting case-studies and industry events straight to your employees call enable... Interviews, résumés, thank-you letters, and relationship expert emphasize this point belonging and... Active voice and the testing and rejection of theories from a speaker writer. Having to wait in anticipation for such a long time a best-selling,!