Chat Support Tips – 6 Ways to Conquer the Negativity Bias
Our mind has the tendency to interpret all ambiguity in a negative way. In written communication – like live chat – you're especially vulnerable to the negativity bias. This is a major cause of miscommunication.
Here are our tested and proven tips to conquer the negativity bias and improve customer communication.
00:00 🤔Why we're wired for negativity
00:34 ❤️#1 Use positive phrases & avoid short sentences
01:00 👋#2 Use emoji & exclamation points
01:35 😊#3 Use positive outcries
01:48 📸#4 Use a real operator picture
02:16 🔍#5 Be transparent
02:48 🙏#6 Assume positive intent
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