If you were a customer on the telephone with a question or complaint and were ready to make big purchase, which of the following phrases by this employee would make you feel welcome and want to complete your transaction? Which would drive you away?

* I'm sorry. I didn't get that.
* I can't understand what you're trying to say.

* Yes, Mr. Jones, I'll be happy to do that for you.
* All right. I'll see what I can do about it.

* It will take a few minutes. Would you like me to call you back?
* Hold on. I'll be right with ya.

* Thank you for waiting. I have that information now.
* You're out of luck. We don't sell that any more.

* Would you spell your name, please?
* What did you say your name was?

* Thank you. I'll check for you.
* Okay. Let me see if I can find out about it from someone.

* I'm sorry. Mr. Smith is away from his desk. May I help you?
* He's still out to lunch. I don't know when he'll be back.

By now you can certainly see and feel the advantage that using positive phrases creates for your organization, your customer, your organization, and yourself. Positive phrases cause positive outcomes for everyone involved.

When you're positive with your customers, they'll be positive with you. After all, isn't that what doing business is all about?

Be courteous and professional with others and watch the benefits fall into your lag. It's guaranteed.

Remember: When you maximize your potential, everyone wins. When you don't, we all lose.

Etienne A. Gibbs, MSW

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