First, there is no negative form unless absolutely necessary.
When you are not sure that you are always 100% correct and don't want to be complained for saying something wrong, the best way is to express different opinions euphemistically. Customers will be unhappy when they hear rejection, no matter whether it is reasonable or not, sometimes they can speak in another way.
Second, speech has a purpose and results in communication.
Let others know what the focus of the speech is in the first sentence, then clarify their ideas one by one at the first, second and third points, and finally make a summary.
Third, keep silent.
In the workplace, the most talkative person does not mean that he is the most capable person. In the wrong time, in the wrong place, in front of the wrong person, sometimes silence is worth a thousand words.
You know, the argument is always endless, and it is impossible to have a normal conversation with a person who is obsessed with the dead end. You can let him vent first and then give a reasonable explanation when he takes the initiative to consult.
Fourth, actively express the willingness to help customers.
From the customer's standpoint, he will definitely think that his problem is the most important and urgent. At this time, actively expressing your willingness to solve other problems and finding ways to satisfy them will effectively improve communication efficiency.
Fifth, say good things.
Appropriate praise is an effective way to win people's hearts, which can improve others' self-esteem and gain others' good feelings. Learning to use praise is the most effective way to win and keep kindness.
Sixth, know how to apologize.
If there are mistakes, slips of the tongue or thoughtlessness in dealing with customer problems, you should sincerely apologize and should not cheat and shirk. But the apology should be moderate, so that the other party can understand that the attitude is sincere.
And the apology should be based on facts. Don't exaggerate when admitting mistakes, seek truth from facts, especially when customers are also responsible, and don't take all the mistakes down, otherwise it will bring unnecessary losses.