Award-Winning Customer Service: 101 Ways to Guarantee Great Performance

29. Charge Ahead with Charger Words

Zapper words rob us of our strength and energy, while charger words lift us up, energize us, ignite a fire in us, build confidence, and invigorate our self-esteem. Erase all zappers, and replace them with the following energizers.

Performance Prompts

Try to say one, some, or all of these everyday:

• Yes.

• I can.

• You can.

• That’s great.

• Let’s try it.

• I like it.

• Sounds good.

• I agree.

• Great job.

• I’m glad you thought of that.

• I appreciate your effort.

• I know you can do it.

• Good for you.

• I never would have thought of that.

• I’m happy for you.

More words to use more often:

• Will you? (rather than You will).

• You could. (rather than You should.)

• How can I help?

• Thank you.

• I’m sorry.

• I made a mistake.

• What can I do to correct this?

When This ...