And Remember – IT'S FUN TO BE GOOD! Key Points: Five Forbidden Phrases 1. “I Don’t Know.” Replace with: a great question. Let me “That’s ♦ check and find out.” 2. Do “We Can’t That.” Replace with: what we can “Here’s do.” ♦ Offer a positive alternative. ♦ 3. Have “You’ll To…” Replace with: NEED “You’ll to...” ♦ Take orders rather than give them. ♦ 4. a “Just Second.” Replace with: you able to “Are hold?” ♦ Wait for a response. ♦ 5. at the Start of a Sentence. “No” Think before you answer. ♦ Eliminate the and begin with the next word. ‘NO’ ♦ Example: Have you ever been to ?
And Remember – IT'S FUN TO BE GOOD! Key Points: Five Forbidden Phrases 1. “I Don’t Know.” ♦ Replace with: “That’s a great question. Let me check and find out.” 2. “We Can’t Do That.” ♦ Replace with: “Here’s what we can do.” ♦ Offer a positive alternative. 3. “You’ll Have To…” ♦ Replace with: “You’ll NEED to...” ♦ Take orders rather than give them. 4. “Just a Second.” ♦ Replace with: “Are you able to hold?” ♦ Wait for a response. 5. “No” at the Start of a Sentence. ♦ Think before you answer. ♦ Eliminate the ‘NO’ and begin with the next word. Example: Have you ever been to ?
4Five%20Forbidden%20Phrases%20LG%20DRAFT.docx