Your staff may inadvertently making customers uneasy with the language they use. It’s so easy to use ‘negative’ words and phrases that customers hate. For example, saying “we have a problem” or “we can’t…” – negative words and phrases that may seem innocent can cause a customer to feel your staff may not be helpful. Train your entire customer facing staff on positive words and phrases – turn “we have a problem” into “let’s see what we can do” and “we can’t” to “lets see what we can do”. We all know the feeling when we hear negative words or phrases – lets make sure our agents reduce, or ideally eliminate them!