The customer stood there with her mouth half open. You could almost see the steam coming out of her ears.
Words are powerful.
They can hurt or soothe. Some combination of words creates an immediate negative reaction or image for the receiver of the communication. When my brother and I would be throwing verbal volleys at each other, my mother would frequently remind us of Thumpers comment to Flower in Bambi. It is how we combine and state our words and the voice and body inflection we use that can turn a frustrated customer into a happy one. Let's look at some of the frustrating statements you have heard and discover how through simple rephrasing a negative can be turned into a positive to create satisfied customers.