Customer Service

The Use of Positive Language

The words we choose and how we say them are important. You might be saying roughly the same thing, but poor word choice or phrasing can lead to people getting upset or annoyed. In customer service, using positive language is essential to keeping customers happy and ensuring their issues are dealt with effectively. This course will help you use positive language when speaking to customers.

Learning outcomes:
  • Recognise the benefits of using positive language when speaking to customers
  • Identify positive alternatives to common words and phrases
  • Demonstrate positive language when talking to customers
iAM 00170 - The Use of Positive Language - YouTube
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Words are powerful, and the ones you choose, as well as the way they’re delivered, can have far-reaching effects. In this online learning course, you’ll learn what words and phrases to avoid and what to say instead to keep customers happy and de-escalate the mood of angry customers.
This course is particularly useful for anyone in customer service or with a customer-facing job.
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This course also has an assessment at the end which allows learners to test their understanding and helps businesses demonstrate a level of competence in the topic.

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