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Positive Scripting

1 Lesson
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How to deliver unwanted news to customers

Positive Scripting Lessons

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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.

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

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

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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Positive Scripting

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