⚡ Get All Content for 20% Off ⚡

Positively Speaking Service to keep your customers smiling

By Jacquelyn Lynn

entrepreneur daily

Opinions expressed by Entrepreneur contributors are their own.

It's not fun when you think someone on the phone has a badattitude. It's even worse when he's thinking the same aboutyou.

Say good riddance to negative words: Make a habit of thinkingand speaking positively. "When communicating with a customer,use positive words," says David E. Deviney, author ofOutstanding Customer Service (American Media Publishing).Says Deviney, "Words like 'can't,''fault,' and 'blame' need to come out of yourspeaking vocabulary-and out of your thinking as well."

Negative words slam the brakes on your relationships withcustomers. When a customer asks if you can do something and you sayno, the conversation is essentially over. Before you answer tooquickly, find out more about what the customer needs. Explorealternatives you might be able to deliver.

Besides avoiding the "N" word, steer clear of othercommon negative phrases. Instead of saying "I don'tknow," say "I'll find out." Instead of asking"Why did you ...?" which implies blame, try "Let mesee if I understand ..." And instead of saying "Wecan't do that," say "We can do this."

Remember that your tone is even more important than your words,so smile when you're talking. If you're a chronicdoom-and-gloomer, go extreme: Keep a mirror on your desk and saycheese. "Smile in the mirror before you answer thephone," Deviney advises. "That sounds corny, but whenyou're smiling, it comes across in your voice."

Jacquelyn Lynn left the corporate world more than 12 yearsago and has been writing about business and management issues fromher home office in Winter Park, Florida, ever since.

Want to be an Entrepreneur Leadership Network contributor? Apply now to join.

Side Hustle

The Remote Side Hustle a 43-Year-Old Musician Works on for 1 Hour a Day Earns Nearly $3,000 a Month: 'All From the Comfort of Home'

Sam Ziegler wanted to supplement his income as a professional drummer — then his tech skills and desire to help people came together.

Business News

AI Is Impacting Jobs. Here Are the Gigs Affected the Most, According to an Analysis of 5 Million Upwork Postings

The researcher said in the report that freelance jobs were analyzed first because that market will likely see AI's immediate impact.

Leadership

Former Interrogator Shares 5 Behaviors Liars Exhibit and How to Handle Them

Five deceptive behaviors to look for and how to respond to those behaviors when you encounter them.

Money & Finance

4 Promising Industries Investors Should Be Watching in 2024

Wondering whether your industry is on the decline or set to expand? Read on for these predictions on the best sectors for growth in 2024.