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
brand feature icon
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.
Course image Course image

Why choose iAM Learning

Featured icon

Peace of mind with testing

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.

Featured icon

Accessibility

Everyone has the right to learn and learner need can vary depending on environment or disabilities. To support this diversity, we provide transcripts so people have text options for media, alongside subtitles for all videos.

The Entertainer logo
Halfords logo
Currys
Mountain Warehouse logo
lastminute.com logo
BlueArrow logo
Odeon logo
Yeo Valley
Dreams
Skills Council of Canada
Fraikin logo
Caterlink
Brakes
Gregory
Clermont Hotel Group logo
A character dressed up as Oliver Twist with books flying around

Want to see more?

Your business will likely face unique challenges, but our friendly team is happy to answer any questions you may have. We’re eager to show you any specific courses you’re interested in, or guide you through our off the shelf eLearning courses.

Related courses

Filters
Search results

There are no courses that matches your search criteria

Please try adjusting your search terms or removing filters to broaden your search criteria

Loading...

Prev
Next