Paging Dr. Ruby ep. 6: create connections with positive phrasing.

Ruby has a reputation for employing friendly receptionists who are experts in delighting callers. Our clients enjoy how our upbeat attitude puts callers in a positive mood and often ask how they can improve their own communication to match. For example, here’s one such question we recently received from Ruby client, Frederick:

“Ruby has some of the friendliest people I’ve had the pleasure of speaking with. Your positive phrasing always leaves a smile on my face. Do you have any “go-to” phrases you recommend I use when talking to clients?”

Thanks Frederick for your question! We’re so excited to hear that we’ve had a positive impact on your daily routine! Suppose we keep the good times rolling with a few tips for our Dr. Ruby viewers.

As exchanges are often brief, it’s important to make every word count. To create a positive experience, use positive words. Say “please” and “thank you” at every opportunity and never leave a ‘thank you’ from a caller hanging.

To up the WOW factor with your clients even further, dress up your “Yes!” Rather than a drab “okay” or “all right,” add some oomph with:

  • Absolutely!
  • Certainly!
  • Gladly!
  • ‘I’ll be happy to!

Also, consider sprinkling in words like “Great,” “Fantastic,” “Perfect,” and “Wonderful!

Run into a tricky situation where you don’t have the information to answer the question at hand? You can still handle these interactions in a positive way. Avoid saying “I can’t” or “I don’t know.” Instead, focus on what you can do, like this:

“Great question! I’ll gladly look into that matter this afternoon and touch base with you by the end of the day.”

Or…

“Thanks, Mark! Let me find the best person to assist you”

Positive phrasing can really help build those critical connections with callers, but only if it’s genuine. The foundation of positive phrasing is speaking with a smile, even if you’re feeling a bit rushed or frantic. Smiling on the phone keeps the call positive, and those positive connections have a tremendous impact on your mood.

Looks like Dr. Ruby is all done here! Prognosis—absolutely marvelous; terrifically exceptional! Huge thanks to Frederick for his wonderful question.

If you’re looking for communication advice, we’re here to help. Dr. Ruby is always on the case! Send us your questions on Twitter @callruby, Facebook or put them in the comments below!

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