Customer Service Training TIps

Replace ‘but’ with ‘and’

Imagine expressing your heartfelt, articulate opinion about an issue. The other person responds with, “Yes, but…” The moment we hear the work “but”, most of us anticipate that not only will the person disagree with use, but that they haven’t heard or valued what we just said. When negotiating, people who are perceived to be poor listeners have zero credibility. The lesson: when you disagree, replace the word but with and.  For example,  you might respond with, “Yes, and here’s another thing to consider…” It’s a way of disagreeing without being disagreeable.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

If at first you don’t succeed, vigorously deny that you were even trying.


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