Positive Scripting

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How to deliver unwanted news to customers

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  1. Positive Scripting

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Positive Scripting course excerpts

Positive Scripting

How to deliver unwanted news
Positive Scripting Course - Lesson Excerpt

Always Be Positive!

"Positive” is defined by Merriam-Webster as having a good effect.

Positive Scripting

In the context of verbal language, it is coming up with responses that will gain acceptance and modify the customer’s expectations on the issue

Positive Scripting

One of the goals of being positive is to explain how you plan to resolve the issue and ultimately strengthen the business relationship.

Positive Scripting

Common Pitfalls in delivering unwanted news Saying NO right away Using phrases like “as much as I would like to help you”… Saying CAN’T, WON’T, UNABLE, etcetera without providing an explanation Informing of a transfer right away without prior notice Beating around the bush

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