CHAPTER 7
Reframing YourMessage
WHAT IS THE DIFFERENCE BETWEEN, “I’m sorry, sir, you’ll have to hold to speak to someone,” and, “I can connect you to the right person, and it should be just a short wait”? Words, and nothing more. More often than you think, when a customer situation goes south, the reasons are often as simple as the words you chose.
When customers are not happy, language is often the sugar that helps the medicine taste better. Used properly, the right words can make situations sound reasonable, options seem more palatable, and warring parties become allies. They can encapsulate good intentions and customer benefits. Above all, they can calm people down.
In this chapter, we explore the art and science of reframing: choosing words ...
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