Home   ㅣ GROW UP ㅣ CS EMPATHY EASY SCHOOL
  • Blog
  • Blog
이전페이지



More Positives and Less Negatives Through Delightful Editing

The technique of conversation is not a fancy language skill.
What you need to do is to add positive memories,
lessen negative memories, and finish the conversation in a pleasant way.
It can seem trivial and not very important, but the details can be refined.
It is the technique of speech and conversation called “delightful editing.”
Article: Editor’s Office / Cartoon by Lee Su-Jung

Shared joy is a double joy; shared sorrow is half a sorrow


Telling the facts will not always be accepted as they are. Depending on the way you deliver a story, it can be interpreted in different ways. For successful customer care, one must learn this type of speech. It is called “delighting editing.” This is a method where the serviceperson talks about a memory that may be pleasing to the customer in detail to maximize the feeling, and to minimize a memory that may be displeasing to the customer. The result is the same, but the impact on the customer will be different.

For example, rather than saying “I will give you a 15% discount on the total amount for this contract,” and instead saying “I will give you a 5% discount on personnel expenses, a 5% discount on transportation, and a 5% discount on other expenses for this contract” ─ will make the customer feel that he/she is receiving more benefits, thus leaving a more pleasant memory of the conversation with him or her. In contrast, rather than saying “I will guide you on the expenses involved through each step, one by one; the total amount of the expenses required for the whole process is this much” will lessen any negative memory on the customer’s side.

A conversation beautiful to the end with a positive finish


There is one more skill of delightful editing that you should know. All conversations become better memories when they are finished with a positive tone. You may talk pleasantly throughout the conversation, and end with a negative finish, thus making it a bad memory.

There are different ways to make a positive finish. The first is to express hope and expectation such as “I hope it turns out well;” or “I expect there to be a good result.” The second is to present a condition that you can give, “I will give you feedback after checking it out,” for example. The third is to talk from the customer’s position, by saying “I will deal with it so you can find out tomorrow when you get to work;” instead of “I cannot take care of it now because I already got off work.”

This positive finish not only makes the customers feel better, but also makes you seem more capable, caring and sincere.



Cartoon Quiz!


Think about some good words that could be fitted in the blank dialogue balloon in the fifth cut.


웹진 구독신청

글로비스 웹진 구독신청을 하시는 독자분들에게 매월 흥미롭고
알찬 정보가 담긴 뉴스레터를 발송하여 드립니다.

개인정보 수집에 대한 동의   
개인정보 수집 이용에 대한 안내 보기

구독신청을 취소하시려면 [구독신청취소]를 클릭하신 후 신청취소 화면에서 취소하고자 하는 이메일을 입력해주세요.
구독신청닫기
웹진 구독취소

글로비스 웹진 구독을 취소하기 원하시면 아래 이메일 주소를
입력하신 후 ‘구독취소’ 버튼을 눌러주세요.

개인정보 수집에 대한 동의   
개인정보 수집 이용에 대한 안내 보기

다시 구독신청 화면으로 이동하시려면 [구독신청하기]를 클릭하신 후 이메일을 입력해주세요.
구독신청닫기