Using Positive Language for Customer Service

Описание: Did you know that using positive language in customer service isn’t just better—it’s essential? Modern research on the human brain reveals a staggering gap between positive and negative language. The right words can create trust and rapport, while the wrong ones can trigger stress responses that damage communication.

In this video, I’ll explore why positive language is so powerful and how it affects both your customers and your customer service teams.

00:00 - The gap between positive and negative language
00:46 - The human brain is wired for negativity
01:07 - The most dangerous word in the world
02:16 - Impact of the language on us
03:39 - Positive language reduces perceived effort
04:03 - Positive language builds trust and rapport
04:25 - Positive language shifts focus to problem-solving
04:47 - Shift to Positive Language Step 1: Scrub your existing language
05:12 - Shift to Positive Language Step 2: Train your teams
05:23 - Positive Language is essential in Hero-Class customer service

Sources can be found in:
https://challengerinc.com/blog/the-sc...

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Note: Script 100% written by Adam Toporek. Animation by the CTS team. Read by Jerry, our AI presenter.