Use Positive Wording When Giving Bad News

Improve Customer Communication with Positive Wording

When giving information or instructions to customers or coworkers, take a lesson from Lifeguards – focus on the positive. If, while at a swimming pool, a youngster starts running on the deck, the savvy Lifeguard won’t say, “Stop running!” Instead, she’ll say, “Walk please!” When dealing with customers rather than saying, “We won’t be able to deliver until the weekend,” instead say, “we can have it for you as early as this weekend.” Same information but it’s likely to be better received when offered as a positive.

Written By Jeff Mowatt (original content – not AI generated)

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Jeff Mowatt is a customer service speaker, customer service & sales trainer, a business communication strategist, award-winning speaker, and best-selling author.