Q People like to say that "the customer is always right" but sometimes a customer's request may abe based on incomplete information or unrealistic expectations. As a service provider, we have an understanding of the "big picture" and better options that may be available to the people we serve. With that in mind, there are times when we need to deliver "negative" information to a customer. However, negative information can be shared in a positive way! Viewing customers and clients as our partners, not adversaries, can help us look for their best interest and offer positive solutions to challenging situations. When shared inappropriately, negative information results in frustration and a communication breakdown. Using positive phrases and language to resolve a "negative" situation increases customer satisfaction, and creates a favorable image for you in the workplace. Watch the video below for ideas how you can use positive language to create good experiences for customers. Then write a discussion post sharing an example from your own customer interactions (either as a customer or a service provider) where a negative answer was (or should have been!) shared in a positive way. Your original post should be 100 words minimum. Reply to at least 2 students with a substantive reply of 25 words minimum. Customer Service Language - 7 phrases to avoid using in Customer Service