One of Chris’ tips was to always use positive language, not negative.

Why? Because the customer is most likely under alot of stress, and therefore needs a positive, constructive, and helping hand from you. This doesn’t mean that we lie, pretend, or over commit to make them feel better – it is a way of expressing ourselves more constructively. 

Let’s practice! How could you turn the statements below into positive, constructive language?

Feel free to do this exercise in your local language. 

Example: 
Negative language: “I can’t deliver your boards until next month” 
Positive language: “I can deliver your boards next month”