The importance of positive
Posted: Wed Jan 15, 2025 8:12 am
This leads us to highlight the role that language plays in professional activities hong kong whatsapp data that depend on human interactions, and especially, in marketing.
Today we want to talk to you about all of this, about the importance of positive language to offer good customer service in sectors such as telemarketing . Let's get started!
What do we mean when we talk about positive language?
Language can be classified into two types: denotative and connotative . The first tries to be as precise as possible when referring to reality, because it seeks to create direct communication without double meanings. Therefore, it is cold and informative, compared to the particularities of the second, which is subjective and emotional.
It is important to know the context and the communicative situation in order to understand the whole message that the connotative message conveys, since it goes beyond the mere meaning of its words. Expressions such as “get on your nerves” or “break your heart” are good examples of this type of language, although words also have their own connotations : good, intelligent, skilled or funny for positive words or bad, stupid, useless or boring for negative words.
In this way, both the words we choose to convey our message and the way we say them have the ability to generate subjective and emotional responses in the people we are addressing. This leads us to distinguish between positive and negative language, an approach that can lead us down two very different paths and that also helps shape the view that others have of us.
To a customer who asks us for support to fix a problem with the service we offer, we can say “we will work to do everything in our power to solve it” or “we will analyze it, but what you say is difficult to solve .” Both answers mean the same thing, but the first has a clearly optimistic and positive point of view, while the second is much more negative. So the choice is clear when it comes to trying to please our interlocutor and generate effective feedback .
Today we want to talk to you about all of this, about the importance of positive language to offer good customer service in sectors such as telemarketing . Let's get started!
What do we mean when we talk about positive language?
Language can be classified into two types: denotative and connotative . The first tries to be as precise as possible when referring to reality, because it seeks to create direct communication without double meanings. Therefore, it is cold and informative, compared to the particularities of the second, which is subjective and emotional.
It is important to know the context and the communicative situation in order to understand the whole message that the connotative message conveys, since it goes beyond the mere meaning of its words. Expressions such as “get on your nerves” or “break your heart” are good examples of this type of language, although words also have their own connotations : good, intelligent, skilled or funny for positive words or bad, stupid, useless or boring for negative words.
In this way, both the words we choose to convey our message and the way we say them have the ability to generate subjective and emotional responses in the people we are addressing. This leads us to distinguish between positive and negative language, an approach that can lead us down two very different paths and that also helps shape the view that others have of us.
To a customer who asks us for support to fix a problem with the service we offer, we can say “we will work to do everything in our power to solve it” or “we will analyze it, but what you say is difficult to solve .” Both answers mean the same thing, but the first has a clearly optimistic and positive point of view, while the second is much more negative. So the choice is clear when it comes to trying to please our interlocutor and generate effective feedback .