Discover how you can minimize escalation by reframing less-than-ideal news. Learn all about positive positioning and how you can employ it with customers today.
- We took my son's phone in for repair. … After looking at the phone, the employee said, … "Liquid has come in contact with this phone. … "Your warranty doesn't cover this, … "but we have a couple of options. … "We can repair the unit or we can sell … "you a refurbished model." … While I wasn't happy to learn that we'd have … to pay for a repair or a new phone, … I did appreciate the way the employee delivered the news. … The employee used positive language … and he immediately moved into offering a solution … that we could walk out with that day. … What this employee did was use positive positioning. … Positive positioning is delivering … a message in a positive way and in such a way … that minimizes a negative reaction. … Positive positioning is easy to do … when you focus on three things. … First, maximize positive language … while minimizing negative words. … It's best to stay away from negative words … when handling problems. … You need to shift the customer … to a positive mindset. …
- Recognize examples of pushing when dealing with a customer.
- Summarize the goal of reframing conversations.
- Identify the benefits of using partnering language.
- Determine the best response to a customer who asks to speak to a manager.
- Identify statements that can be used to acknowledge a customer’s issue.