What do you need to know about the impact of using Positive vs. Negative words in Inbound Contact Centers on the Customer’s Satisfaction and Loyalty.
Language is a powerful tool in customer service; the choice of positive or negative words can significantly affect the quality of service and influence customer loyalty. Inbound call centers and contact centers are key touchpoints for customers, and the words service representatives choose have a profound impact. Positive language helps to create an environment of…