The Use of Positive Language

Overview

You were probably told as a kid that ‘please’ is the magic word. And it’s true – the words we use do have magical powers. No, that doesn’t make you a wizard destined to defeat the dark lord. Sadly. But simply by changing 1 word, you can change someone’s mood entirely.

Nowhere is this more apparent than in customer services. To keep customers happy and ensure they’re dealt with effectively, you need to use positive language. This course will help you understand why positive language is so important and which key words and phrases to use or avoid to keep everyone happy. No magic wands required.

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 phrase
• Demonstrate positive language when talking to customers

Why should I 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 deescalate the mood of angry customers.