Shaping Customer Perceptions

With Positive Language

Crafting Experiences

Using Words in Your Toolbox

That moment you first interact with your customer is a bit like a blank canvas. Even that simple “hello” over the phone sets the tone and how you move forward together. The power of language emerges as a formidable tool in customer service; especially when it comes to those of us who have to build a connection with our clients through the phone.

This article delves into the principle of using positive language to shape customer perceptions and exploring the profound impact words can have on the overall experience. From the first greeting to the final farewell, the language we choose shapes not only what is communicated, but also how it is received. As we navigate the flow of customer interactions, let’s unravel the strategies and insights that transform routine conversations into memorable, positive experiences. Let’s explore how we can win the moment and wow more customers.

Positive Language

Setting the Stage

If we think about our interactions as a blank canvas, then let’s consider our words as the brush that paints the picture of customer experience. Positive language begins with a set of words and extends to the tone, attitude, and overall communication style employed in every interaction.

At PSP, we teach that being positive is a contagious factor. (As a side note, keep in mind that being negative can also be contagious – which type of interaction would you rather have?) Positive language possesses an infectious quality that transcends verbal exchanges. When service representatives consistently employ positive language, it becomes a contagion of optimism that customers can’t help but reflect – making it a pleasant conversation for both individuals.


So, what exactly does positive language sound like? It begins with warm greetings that convey a readiness to make the customer’s day better. Expressing empathy is crucial, with phrases that assure the customer their concerns are understood, and solutions are on the horizon. Positive language avoids negative phrasing, focusing on what can be done rather than limitations. Gratitude is expressed genuinely, and closures are framed with an open invitation for further assistance. Acknowledging the customer’s concerns is done respectfully – clarifying rather than dismissing. The overall approach allows for a CSR to inject their own personalities, while still accomplishing the idea of being friendly and approachable.

From the customer’s perspective, this linguistic positivity creates an environment where they feel valued, heard, and genuinely cared for. The impact is profound: it is easier for someone to spend more money with a company or an individual they like rather than dislike. In fact, if your prices are higher than your competition, all it takes is a better experience for a client to disregard price as a factor. They will want to work with the company they feel is providing them the best service.

Positivity in language has the potential to transform a customer interaction from a mere transaction into a meaningful connection. In the realm of booking calls, the influence of positive language can be the determining factor in changing the trajectory of a call from ‘unbooked’ to ‘booked.’ Positivity is PSP’s first principle for a reason. It becomes the catalyst for building trust, instilling confidence, and leaving customers with an impression that extends beyond the call’s conclusion. In essence, the choice of positive language becomes the linchpin in steering the outcome of customer interactions towards success and satisfaction.

Sustaining Positivity

Lasting Impressions


Let’s quickly consider how to sustain positivity. This principle isn’t just a matter of starting a conversation with a fabulous greeting, only to plunge into a monotonous tone disassociated with the situation at hand. Positivity can be a tricky principle not in how to achieve it, but rather how to maintain it. There’s a saying that states “you cannot give from an empty cup.” For CSR’s taking calls all week long, from morning to night, there is a level of social exhaustion that can occur…and customers can pick up on that shift when we go from positive energy, to worn-out, negative energy. Here are some strategies to encourage positivity for your team inside and outside of work to help them sustain a positive attitude:

  • Start with a Morning Routine: Begin your day with activities that uplift and energize you. Whether it’s meditation, exercise, or affirmations, a positive morning routine sets the tone for the day.
  • Set Realistic Goals: Break down your daily tasks into manageable goals. Achieving small victories can boost your mood and motivation, contributing to an overall positive outlook.
  • Focus on Gratitude: Take a moment each day to reflect on things you’re grateful for. This practice can shift your mindset towards the positive aspects of your work and life.
  • Embrace Challenges as Opportunities: View challenges as opportunities for growth rather than obstacles. A positive attitude towards overcoming challenges can turn them into learning experiences.
  • Surround Yourself with Positivity: Choose to be around colleagues or friends who radiate positivity. Their energy can be contagious and contribute to maintaining a positive atmosphere.
  • Take Breaks to Recharge: Schedule short breaks to recharge your energy. Whether it’s a walk, a deep-breathing exercise, or a quick chat with a colleague, breaks can refresh your perspective.
  • Use Positive Language: Incorporate positive language not only in customer interactions but also in your self-talk. Choose words that uplift and encourage, both for yourself and those around you.
  • Maintain a Healthy Work-Life Balance: Ensure that work doesn’t consume your entire day. Balance your professional responsibilities with personal activities that bring joy and relaxation.
  • Express Appreciation: Express appreciation to your colleagues and customers. Positive feedback and gratitude not only make others feel valued but also contribute to your own positive mindset.
  • End the Day on a Positive Note: Reflect on the positive aspects of your day before leaving work. This can create a sense of accomplishment and set the stage for a positive start the next day.

Remember that maintaining a positive attitude is an ongoing practice, and it’s okay to acknowledge and address moments of negativity. Consistent effort towards fostering positivity will contribute not only to your well-being but also to creating a positive and vibrant work environment.

De-Escalating Tension

Positivity in the Face of Frustration


The majority of our customer interactions are a positive experience – and we are grateful for that! Yet encountering upset or angry customers is an inevitable part of customer service, and the way you respond can make all the difference. Adopting a positive, approachable tone and using kind language becomes a powerful strategy for de-escalating tension and turning a potentially negative situation into an opportunity for resolution.

When customers express frustration, it’s crucial to resist the temptation to respond defensively or match their intensity. Fighting fire with fire only intensifies the conflict and hinders the possibility of finding a solution. Instead, focus on your kindness as a tool to diffuse the situation. A positive, approachable tone, coupled with empathetic and kind language, can help customers feel heard and understood.

By acknowledging their concerns and expressing genuine empathy early in the call, you validate their feelings. For instance, phrases like “You’re right, that sounds really frustrating,” or “I appreciate you bringing this to my attention,” convey empathy and a willingness to address the issue. Avoiding blame and refraining from using confrontational language are essential elements of maintaining a positive approach.

Using positive language doesn’t mean conceding fault; rather, steer the conversation towards finding solutions. Offer reassurance that you are committed to resolving the issue. Try phrases like “Let’s work together to find a solution,” or “It is my top priority to make this right for you.”

With an upset client, the goal is not to win an argument, but to win back the customer’s trust. By maintaining a positive, approachable tone and incorporating kind language, you not only diffuse tension but also contribute to rebuilding a customer relationship.

When you utilize positive communication, CSR’s will wow more customers and book more calls. (Yes, sometimes it really is that simple.) The impact extends far beyond linguistic eloquence; it touches the core of customer relationships, turning routine conversations into winning moments. As we navigate the call flow with greetings, empathy, and resolutions, the power of positive language becomes evident. So, let every phrase be a brushstroke on your canvas for a piece of art that becomes your unique way of incorporating positivity into each and every conversation.