25 Affirmative Words and Statements to Support Customers (2023)

We share examples of affirmative words and sentences that can improve contact centre conversations in this article written by Charlie Mitchell.

What Are Affirmative Words and Statements?

Affirmative words and sentences are used to show agreement with another person, in a supportive, encouraging and hopeful manner.

When receiving an affirmative response, customers feel validated and buoyed by the advisor’s enthusiasm and positivity.

Of course, tone of voice plays a big part in evoking this reaction. So, when paired with classic advice – such as “smile as you dial” – affirmative words and sentences can be powerful tools in building rapport with customers.

15Examples ofAffirmative Words to Build Positivity

“Yes”. This is the definitive affirmative word. It confirms that the customer is correct in what they’re saying and helps to show them that everyone is on the same side.

Yet it is not the only affirmative word. Here’s a list of 15 more that can add great value to contact centre conversations.

15 Affirmative Words for Customer Service
1. Absolutely6. Exactly11. Right
2. Agree7. Indeed12. Spot-on
3. Certainly8. Please13. Totally
4. Correct9. Precisely14. True
5. Definitely10. Quite15. Yes

Noticeably, many of the affirmative words within this list end in “ly”. “Absolutely”, “definitely” and “exactly” are just three examples. These words can make a particularly positive impression on the receiver.

Not sure? Well, consider FedEx’s slogan: “When it absolutely, positively has to be there overnight.” Then, there’s United Airlines’ slogan: “Fly the friendly skies.” The use of “ly” is no coincidence.

One exception to this rule, however, is the word “obviously”. It can come across as condescending, according to Nina Goldsworthy-Griffiths, Founder of Ignite Organisational Development.

“What seems obvious to an advisor may not be to a customer. So, using the word ‘obviously’ can evoke a negative response,” says Nina.

So, it may be best to avoid this one, as well as other examples, such as “of course”, “naturally” and “clearly”, for the same reason.

(Video) I Was Seduced By Exceptional Customer Service | John Boccuzzi, Jr. | TEDxBryantU

Discover lots more examples of words and phrases to avoid when talking to customers in our article: 15 Things a Call Centre Agent Should Never Say (But Many Do)

The Top 10 Examples of Affirmative Statements

Taking the affirmative words from the list above, here are ten great examples of affirmative statements to use with customers.

  1. Absolutely, that’s correct.”
  2. Spot on, you’ve hit the nail on the head.”
  3. “I completely agree with you.”
  4. “That’s 100% true.”
  5. Certainly, you are right.”
  6. Exactly, I couldn’t agree more.”
  7. Yes, I can confirm that you’re right.”
  8. Indeed, it’s great that you’ve been proactive and done your research.”
  9. Precisely, that’s right on the mark.”
  10. “I can totally understand why you would feel like this.”

The final statement is especially interesting, as it highlights how affirmative sentences can also be used to validate customer emotions.

In saying that they “totally understand”, the advisor emphasizes that the customer’s emotional reaction is warranted. This facilitates a harmonious phone call and is great for dealing with angry customers.

For the most part, however, the affirmative sentences above are best used with customers who wish to clarify their understanding. Simply saying “Absolutely, that’s correct” fits the bill, while it also breeds positivity.

Yet, every now and then, advisors will come across a “know-it-all” customer…

Affirmative Statements to Deal With a Know-It-All

Know-it-all customers will constantly interject by referencing an internet search or a friend’s experience to try and prove the advisor wrong.

When handling these tricky customer conversations, affirmative sentences can once again be well employed. Agree with them and use a statement such as number eight on the list above: “Indeed, it’s great that you’ve been proactive and done your research.”

Such a sentence can be very useful, as these customers are crying out for a compliment, so give it to them. If they persist, encourage advisors to position their insights as “insider information”. They are the true experts in this conversation after all.

To find out how to deliver the perfect customer compliment, read our article: 50 Great Complimentary Words to Use in Customer Service

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Training Advisors to Use Affirmative Words and Sentences

Affirmative words and sentences inject energy into customer conversations. Advisors can, however, feel uncomfortable when using upbeat words, for fear of seeming inauthentic.

So, start by reminding advisors that a customer has never before – in the history of contact centres – complained that an advisor was too positive (probably!).

Then, roleplay scenarios. Test the team to build positive words into their responses and present opportunities to use the affirmative sentences above.

“Roleplays offer a safe space for advisors to try out new techniques, without fear,” says Nina. “They help build an advisor’s confidence, which then creates customer trust.”

Track the progress of advisors with a quality monitoring initiative. If advisors are still hesitant to use affirmative language, play them call recordings and highlight just how much of a positive influence it can have on interactions.

Finally, lead by example. When an advisor looks to clarify information with a team leader, ask them to respond affirmatively.

★★★★★

To take this further, when an advisor asks their leader a question, encourage the leader to challenge advisors to come up with their own solution. Simply say: “Interesting question, what do you think?”

Not only will this develop advisor autonomy and free up leader time in the long run, but when the advisor proposes a solution, an affirmative sentence can be used. “Absolutely, that’s a great idea” is an excellent example.

In doing so, as well as bringing energy, enthusiasm and positivity to the job, leaders are setting a standard that advisors will naturally follow.

Active listening also plays a key role in ensuring that advisors seize the opportunities to use affirmative words. To train this invaluable skill, read our article: How to Train Active Listening in the Contact Centre – With Four Exercises

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Three Terrific Tips for Being Affirmative

To further promote the use of affirmative words and phrases within the contact centre, here are three further secrets to success.

1. Stay in the Moment

Coach advisors to listen well and stay in the moment, so when a chance to use affirmative words and sentences arises, they seize the opportunity.

To help advisors do so, encourage them to:

  • Eliminate distractions
  • Avoid pre-empting
  • Make notes
  • Ask probing questions to clarify
  • Recap key facts

However, keep in mind that the ability to stay in the moment also hinges on an advisor’s positive mindset. Such a mentality can be tricky to maintain over long shifts.

So, coach leaders to have “trigger conversations” with the team. These remind advisors that what may seem like just another call to them is potentially a serious and significant issue for the customer.

Find out more about trigger conversations in our article: 10 Great Conversations to Have With Your Contact Centre Team

2. Tone of Voice, Pacing and Leading

Tone of voice is critical to bolster affirmative statements with infectious positivity. To get this right, classic pieces of advice, such as “smile as you dial” and sitting up straight can work wonders – as can pacing and leading.

“Match, pace and lead,” says Nina. “Considering the customer’s speech rate and rhythm, advisors can respond in a way that matches the customer’s sense of urgency.”

With this display of commonality, advisors subtly signal to the customer that they’re on their side and share their desire to get the matter resolved. This “unspoken” agreement is a great example of affirmation.

Once this base level of rapport is established, advisors can then take control of the conversation by leading the way.

Be careful with mirroring in general, however, especially when reflecting back the customer’s words. There is a fine line between mirroring and mimicking.

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Discover how to successfully use mirroring and other rapport-building techniques in our article: 27 Effective Ways to Build Customer Rapport

3. Develop Self-Awareness

If advisors feel uncomfortable with being affirmative, encourage self-reflection. What’s stopping them from using powerful, affirmative words? Help them to uncover the reason.

Open up a conversation. Tell them that they’re very capable of getting this right and stress the power of a positive mindset. Then build self-awareness, so advisors begin to self-manage their emotions and become aware when their mind slips from the task at hand.

To do this, emotional intelligence expert Sandra Thompson recommends that contact centres “Ask advisors to spend a couple of minutes, every day, writing a journal and encourage them to look for patterns in what they write.”

Other Top Tips to Build Self-Awareness Include:

  • Reflecting, as a team, on positive and negative calls and highlighting how mindset played both a good and a bad part.
  • Thinking about how individual performance statistics change throughout the day. Are there trends? If so, consider the causes.
  • Running personality and psychometric tests.

However, the step before this may include helping advisors to appreciate how their mood influences performance.

Give them a handful of useful affirmative phrases to add to their arsenal. Read them out loud, once enthusiastically and once robotically. This helps to demonstrate the power of a positive mindset.

Find out how to unleash the self-awareness within your team by reading our article: Emotional Intelligence FAQs Answered by an Expert

Final Thoughts

Affirmative words and sentences are used to show agreement with customers, injecting positive energy into contact centre conversations.

Positive advisors will more naturally use affirmative phrases and engage in better customer conversations.

Showing agreement is useful to demonstrate that everybody is on the same side. However, advisors don’t only have to agree to a customer’s words, they can also let upset customers know that negative emotions are warranted. This helps to back up empathy.

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To coach advisors to use affirmative words and sentences well, showcase how effective they are through roleplay. Also, use call recordings, train tone of voice and lead by example.

One final – albeit broader tip – is to focus on creating a great culture. Positive advisors will more naturally use affirmative phrases and engage in better customer conversations.

Uncover many more tips and tricks for improving the language of your contact centre in our articles:

  • 27 Positive Statements to Use in Difficult Situations
  • The Best Power Words and Phrases to Use in Customer Service
  • The Top 10 Reassurance Statements for Customer Service

FAQs

What are 10 examples of affirmative sentence? ›

Examples of Affirmative Sentences
  • I have a puppy.
  • My brother bought fifty varieties of fighter fish.
  • There is a three-storeyed house in the corner of the street.
  • Manu is the new manager.
  • Tokyo is the capital of Japan.
  • My phone has two displays.
  • The teacher gave us our marksheets.

How do you give an affirmative response? ›

The Top 10 Examples of Affirmative Statements

“I completely agree with you.” “That's 100% true.” “Certainly, you are right.”

What is the example of affirmative? ›

An affirmative word, phrase, or sentence expresses the validity or truth of a basic assertion, while a negative form expresses its falsity. The sentence, "Joe is here" would be an affirmative sentence, while "Joe is not here" would be a negative sentence. The word "affirmative" is an adjective.

What does affirmative statement mean? ›

/əˈfɜː.mə.tɪv/ relating to a statement that shows agreement or says "yes": an affirmative answer/response. Opposite. negative.

What is a good sentence for affirmation? ›

He needs and wants affirmation from you in his career, in his appearance. He didn't need affirmation or praise. For some, that is all the affirmation needed.

What is affirmative answer? ›

/əˈfɝː.mə.t̬ɪv/ relating to a statement that shows agreement or says "yes": an affirmative answer/response.

What type of word is affirmative? ›

noun. He answered in the affirmative.

What are affirmative questions? ›

An affirmative question is a question that uses the affirmative; contrast negative question. Affirmative questions are usually considered the "default" as they are absent of negation. For example: "Do you like ice-cream?"

What is an example of a response? ›

He got a response to his letter. I am writing in response to your letter of July 17. When I told him my plan, I wasn't expecting such an enthusiastic response. Her response to their decision was to threaten to quit her job.

What is a simple sentence 5 examples? ›

Simple Sentences

Examples of simple sentences include the following: Joe waited for the train. The train was late. Mary and Samantha took the bus.

What are 10 imperative examples? ›

Examples of Imperative Sentence
  • Bring me a glass of water.
  • Don't ever touch my phone.
  • Give me a pen and a pencil.
  • Play with intensity and courage.
  • Remember me when we are parted.
  • Never forget the person who loves you.
  • Take a step and don't move.
  • Don't be excited about everything without reason.

What is affirmative action explain with example? ›

Affirmative action in the United States is the active effort to improve employment, educational, and other opportunities for members of groups that have been subjected to discrimination. Criteria for affirmative action include race, disability, gender identity, sexual orientation, ethnic origin, and age.

Is okay an affirmative word? ›

They're going to be interpreted as affirmative. If you say “ok” to someone, they think you're agreeing with them or giving them permission. A neutral response doesn't indicate anything, except you've heard what the person said.

What are 5 good affirmations? ›

50 Positive Self-Affirmations
  • I am successful.
  • I am confident.
  • I am powerful.
  • I am strong.
  • I am getting better and better every day.
  • All I need is within me right now.
  • I wake up motivated.
  • I am an unstoppable force of nature.
30 Apr 2020

What are the 5 words of affirmation? ›

Examples of Words of Affirmation
  • “I appreciate it when you. . .”
  • “I love you.”
  • “I was impressed when you. . .”
  • “It meant so much to me when you. . .”
  • “I'm proud of you.”
  • “Thank you for. . .”
  • “You inspire me.”
  • “You look great today.”
27 Jul 2022

What are the 7 affirmations? ›

7 Affirmations For Your Wellbeing
  • I am enough.
  • I believe in my dreams, myself, and all that I am.
  • I love myself for who I am.
  • I create my own happiness.
  • My life is filled with abundance of goodness.
  • My challenges are actually opportunities.
  • I am beautiful just the way I am.
4 Feb 2022

What is another word affirmative? ›

Affirmative Synonyms - WordHippo Thesaurus.
...
What is another word for affirmative?
agreeingapproving
confirmingacknowledging
acquiescentaffirmatory
affirmingcomplying
confirmativeconfirmatory
70 more rows

What are 10 examples of interrogative? ›

These types of interrogative sentences are used when you want to gather more information rather than just a yes or a no.
...
For example:
  • What is your name?
  • Why are you late?
  • Where are you from?
  • When can you come?
  • Whose book is this?
  • Whom did you meet?
  • Which book is it?
  • How will you do it?

What is a short answer response? ›

Short Answer Response = One Thesis Statement + one form of

support + closing statement. ( SAR= TS + S + CS)

What are three examples of response? ›

  • 1) Watering of mouth when we see delicious food.
  • 2) Closing of eyes when we see anything coming towards it.
  • 3) Moving our hands away on touching a hot object.

What are sentences 20 examples? ›

20 examples of simple sentences in english
  • He doesn't teach math.
  • You don't have children.
  • Does he play tennis?
  • The train leaves every morning at 18 AM.
  • Water freezes at 0°C.
  • I love my new pets.
  • She doesn't use a computer.
  • 8.It snows a lot in winter in Russia.

What are imperative 7 sentences? ›

Next, take a look at the verb in these sentences. Typically, imperative sentences begin with verbs that issue a command.
...
Identifying Imperative Sentences
  • Preheat the oven. ...
  • Use oil in the pan. ...
  • Don't eat all the cookies. ...
  • Stop feeding the dog from the table. ...
  • Come out with us tonight.

What are 10 examples of command sentences? ›

In the examples of imperative sentences here, you'll note that each line is issuing a command of some sort:
  • Pass the salt.
  • Move out of my way!
  • Shut the front door.
  • Find my leather jacket.
  • Be there at five.
  • Clean your room.
  • Complete these by tomorrow.
  • Consider the red dress.
5 Sept 2016

What is the 4 types of sentences? ›

The different types of sentences in English are:
  • Declarative Sentence.
  • Imperative Sentence.
  • Interrogative Sentence.
  • Exclamatory Sentence.

How do you use affirmative action in a sentence? ›

She is willing to support affirmative action as one means to tackle the problem. On this basis, she made a lively defence of the politics of reparation and above all, of affirmative action.

What is another word for affirmative action? ›

What is another word for affirmative action?
anti-discriminationequal opportunity
fair shakefair treatment
limited choicenondiscrimination
positive discriminationquota system
reverse discrimination
2 more rows

What is affirmative action in workplace? ›

Affirmative Action policies and programs are tools whereby additional efforts are made to recruit, hire and promote qualified women, minorities and individuals with disabilities.

What are 10 examples of interrogative sentence? ›

These sentences begin with 'Wh' words like what, where, when, why, whom, which, whose and how.
...
For example:
  • What is your name?
  • Why are you late?
  • Where are you from?
  • When can you come?
  • Whose book is this?
  • Whom did you meet?
  • Which book is it?
  • How will you do it?

What is affirmative and negative examples? ›

A NEGATIVE SENTENCE states a fact or situation that is not—it negates the information.
...
Examples of Affirmative and Negative Sentences.
AFFIRMATIVENEGATIVE
We read a lot.We do not/don't read a lot.
Xochitl writes well.Xochitl does not/doesn't write well.
The train arrived.The train did not/didn't arrive.

What are positive and negative statements? ›

They're simply statements from the speaker or writer that they believe to be accurate. Perhaps they're right; perhaps they're wrong. The point is positive, or affirmative, sentences are expressed in a matter-of-fact tone and negative sentences are saying something is not true.

Can 10 sentences examples? ›

1. can
  • 1.1. Affirmative sentences with can. I can play football. You can sing. My sister can read. We can speak English. ...
  • 1.2. Negative sentences with can. Long forms. Contracted forms. I cannot play football. ...
  • 1.3. Questions with can. Can I go to the cinema? Can your budgie talk? Can he play the trumpet?

What are 5 sentences examples? ›

5 sentences: The police department in my town is just around the corner from my house. Every summer I try to find the biggest tree around to climb. My mom always complains that my socks stink after I get home from camp.

What are 5 example of assertive sentence? ›

He is a good leader. I like him for his intensity. He plays with passion. Alex feels awkward when someone gives a compliment to him.

How do you turn a sentence into affirmative? ›

While changing a negative sentence to an affirmative by removing the negative words, care must be taken to change the verb into a word that is opposite in meaning. Option a “I disbelieve you.” is an affirmative sentence, it does not contain any negative word.

What are 50 examples of exclamatory sentences? ›

Give some examples of exclamatory sentences.
  • You did a really good job!
  • Wow! I really cannot believe we did that!
  • My God! Those are some wonderfully great decorations.
  • Oh, That is excellent!
  • I have no idea what they think of us!

What are 20 examples of optative sentences? ›

Examples of Optative Sentences
  • Happy Journey!
  • May you be blessed with a good job.
  • Wish you a wonderful day.
  • May you succeed in all your endeavours.
  • Let the world be a peaceful place.
  • Wish you many more returns of the day.
  • Happy Birthday!
  • All the best!

What are the 8 types of sentences with examples? ›

Q5: What are the 8-types of sentences? Answer: There are 8-types of sentences on the basis of function and structure are Declarative Sentence, Interrogative Sentence, Exclamatory Sentence, Imperative Sentence, Simple sentence, Compound Sentence, Complex sentence, and Compound -Complex sentence.

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