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How to deliver unwanted news to customers
Positive Scripting Lessons
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- Positive Scripting
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Positive Scripting course excerpts
Positive Scripting
How to deliver unwanted newsPositive 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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