Words

When dealing with a prospect for service or an unhappy customer, choose your words carefully. Don’t use words like "never," "must," or "you have to." A red flag goes up when a customer or prospect hears the phrase, "it’s against our policy."

If you don’t have an understanding of nonverbal communication, the best words will fail. The meaning of words account for half the message, but voice tone and body language account for the other half. It’s not so much what you say, but how you say it that counts.

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