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.

Who should take this course?

Words are powerful, and the ones you choose, as well as the way they’re delivered, can have far-reaching effects. This course is particularly useful for anyone in customer service or with a customer-facing job. 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.

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By the end of this course you'll be able to

  • 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

Certified training

This course is an IOSH approved course which gives means you're getting industry bets practice content in health and safety.
IOSH
Our customers

We value every conversation to understand our customers needs

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Missguided
Yeo
Dunelm
dpd
Dreams
Moonpig
Lotus
lanes-1
Great-places
countrywide-1