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in this video we will talk about the power of positive scripting or positive language hi Michel welcome back once again to my channel this is Rhea and I share real stories and tips to help you begin and join survive your content or lifestyles so if you're new here please consider subscribing by clicking the red subscribe button down below and click or tap the notification bell so that you will not miss any videos positive scripting and language are both very powerful because first it can keep your customers delighted and second it can successfully turn a negative situation around it can make it more positive more positive than ever so here are my tips to help you use the power of positive scripting and language to your advantage let's consider a non industry example so say for example that your last pair of shoes is not in good condition anymore so you want to tell your mother or let's say your wife your partner your boyfriend or your girlfriend that you need a new pair of shoes so you ask your mother for example mom my shoes are not in good condition anymore I really need to buy a new pair of shoes and then mom says I don't have money right now so how will you feel if your mom responds that way I mean even if you understand that mom doesn't have money right now but the way mom said it is that I don't have money right now it's like it's a dead-end situation like mom will never ever buy me a pair so it's up to me how to get or how to buy that pair of shoes right compare that with this scenario mom I really need a pair of shoes because mine is not in good condition anymore and then mom says I really understand that but I have already paid our bills yesterday and I did not consider your pair of shoes and I'm really sorry about that but our budget is not enough for this pay day but how about in the next two weeks I will have my salary again and we can buy a new shoes or a new pair of shoes right so even though it's still a negative situation the way that mom said it this time it gives you hope that okay it might not be today it might not be tomorrow but it's on mom's next pay day mom's next salary so you have you at least have hope that mom will buy you a new pair of shoes and you will understand more you understood more because mom explained why she cannot buy you a new shoes as at the moment another example is let's just say you are dining in a restaurant today okay and then on the restaurants menu you see baby back ribs club sandwich ice cream cake and lemon juice shrimp and seafoods so that is what's on the menu but the next day you went to another restaurant and you see this menu which is quite interesting what made it interesting so when you look at their menu you see Brian's ribs the BIGBANG burger death by chocolate shrimp on a Barbie Count of Monte Cristo do you see the difference it's the power of positive language so you see if you use positive scripting or positive language customers will become more delighted right and will even try to take advantage of your products and services because of the way you introduce your company the way you introduce your products and your services and let's see how we can apply that to call center industry examples I will give you some examples to compare like the negative scripting and the power of positive scripting number one why don't you buy our best-selling product it is the triple combo postpaid plan compared to this statement the best solution that I can offer for your situation right now is our best-selling triple combo postpaid plan so do you see the difference I'm the first statement you are trying to push the product to the customer as an actual product which is true in you will probably not get a deduction or a customer complaint for that but then again we are talking about positive scripting and positive language and you want to keep your customer interested and delighted in these situations so instead of saying you may want to buy our best-selling products you can tailor to the solution or to the solution that is best fit for the customer's situation or concern of course that customer is calling because he or she wants to know your your advice or your opinion about a certain product and that customer would probably tell you what her current situation is in which case you will offer something so instead of focusing on the word product because it sounds more of like a business kind of relationship it would want to focus on a more customer facing experience which is why I said the best solution to your current situation is our best selling triple combo call a plan number two customer says I need a refund for all the charges that you charged to my account this is ridiculous agent says no problem sir I can help you with that why are you saying there's no problem there is a problem these fees are ridiculous no problem sir let me take care of that there is a problem why do you keep on saying there's no problem compared to this scenario where this scripting same situation okay so you can say something like I do apologize mr. Smith you've got the right person to help you with these charges short sweet positive number three when transferring a call agent says mr. Moseby I need to transfer this call right now compared to when agent says mr. Volsky for you to be further assisted with your concern I may need to connect you to another specialist from another meant who can definitely help you with your concern so then you see the difference it might be played longer when you use the word transfer a lot of customers will have the impression that okay I will be transferred most likely I will be disconnected so you would want to avoid that kind of scripting although of course in most call centers that is really how it is said like any of the transfers call I need to transfer you to another department because that's really what it is and I believe that although there is totally nothing wrong with that again sometimes you know you would want to turn the situation around so even though the customer needs to be transferred okay at least the customer knows that someone is there on the other line to further assist and because of the way you explained it you said that for you to be further assisted I may need to connect you when you use the word connect okay it gives the impression that you are bringing your customer to another department and you are making sure that that customer will not be disconnected because you're the one connecting here to another department soon make sense number four agent says miss Scherbatsky I cannot rebook your flight anymore because it's already within four hours from the actual time of your flight departure take note of the word cannot although it's you know it's common that we use the word can not because there are many things that we cannot do in our power as a customer service representative but you can naturally use positive scripting to make it sound a little bit more positive okay especially in negative situations like this or when situations arise that you know you anything about it anymore it's something like miss Scherbatsky I understand that you need to rebook your flight now but because it is already within four hours from the actual flight departure the flight cannot be rebooked and more do you see the difference instead of saying I cannot rebook the flight anymore you actually just said the flight cannot be rebooked anymore because when you say I cannot it's like you're not doing anything you're just not giving your best but when you you know put it the other way around the flight cannot be revoked it's like it's final this is the policy the flight cannot be rebooked because it's already within four hours from the flight departure number five customers does why is my account overcharged agent says that's because you did not pay on time mr. Perez so you can actually use a non blaming language when you know you take calls from customer service take note of the scripting that that agent used that's because you did not pay on time mr. Perez so it's like blaming the customer that he was not able to pay well he did not exactly know what happened why the customer was not able to pay or even though it's the customers fault we do not want to slap the customer that truth that the customer really wasn't equal to pay on time so instead of saying that you can say something like this mr. Perez your account was overcharged because there was no payment made before your due date do you see the difference instead of saying you you you did not pay you actually said there was no payment made before the due date so you were just stating the fact of the matter you're not blaming the customer so that's what we call a non blaming language and this is a bonus tip when you end the call you usually say is there anything else that I can help you with mr. Smith's well the customer might be able to think a lot more things to to ask you about so instead of seeing that make it more positive and to confirm understanding you can ask how I address all your concerns today so it's positive and with impact in a way that okay I have addressed all your concerns today and hopefully you have so you can ask address other concerns today and your customer was just a yes you have and and of course and that's about it for today thank you so much for watching and listening I hope you learned something about the power of positive language and scripting it can really help you add a little extra spice to your call and definitely it can help you in difficult situations you have to be careful with the way you formulate your sentences and your statements it will come naturally eventually we're so used to saying I cannot no problem and you you you but you know you'll get used to it you just take it one day at a time so if you like this content please like subscribe if you haven't comment down below your thoughts use any pilot passions I would love to read and respond game well you tell me if you have anything against whether I have said I hope not so I have videos every Wednesday and Fridays see you on my next videos and take care [Music]