This document discusses how customer sentiment analysis can help companies improve customer service. It provides a list of positive and negative words that can impact sentiment scores. The author's approach was to gather words from multiple websites and only include words listed on at least 3 sites. The results show the top positive words like "fantastic" and top negative phrases to avoid, like "calm down". The document emphasizes using positive phrasing instead of negative phrases. It suggests companies can use sentiment analytics tools and goals to coach representatives and ensure positive customer interactions.

1. THE DOS AND DON’TS
OF GOOD CUSTOMER
SERVICE
How to increase your sentiment score by just
changing what and how you say things!

2. WHAT IS SENTIMENT?
Sentiment is a subjective feeling an interaction gives the listener through the tone. This is
usually measured as positive or negative. Certain words and phrases can either make or break a
sentiment score. For example, the word fantastic is seen as a positive word, therefore this
interaction would be marked as positive. The phrase “Calm down” is seen as a negative. If both
positive and negative phrases are used, the interaction will be marked as neutral.
Why is Sentiment Analysis Important?
Sentiment is important because it can help a business measure the opinion of their brand,
services and interactions. If a customer views a certain interaction as negative, it can cause
the customer to leave the business, resulting in a loss of revenue. The business can analyze
the interaction and see what needs to be changed to turn that interaction into a positive one.

3. THE GOAL OF THIS PROJECT
The goal of my project is to create a simple, trainable list of “Dos and
Don’ts of Customer Service”. This project will help everyone from the
new trainees to the CEOs, but in completely different ways. The
trainees will begin their customer service career knowing exactly what
to say and what not to say. This will help their stats right out the
door. With more positive interactions, come less customer’s leaving
the company and more customer’s signing up for new services or
product. This will increase revenue, increases their NPS score and
give the brand’s reputation a boost. Because we all know word of
mouth is the best advertisement.

4. MY APPROACH
My approach to this project is gathering information from different
websites to collect words that are considered positive and negative. I
collected 25 positive words and 10 negative phrases. Since specifics
words don’t trigger negative feelings, it is more based on phrases. In
order to ensure a cleansed and unbiased result, I created a
spreadsheet and compared different results from different websites.
If a word or phrase was listed on at least 3 of the websites, I
considered that a definite result. CALM DOWN SIR
EXCELLENT!!

5. WEBSITES I GATHERED MY
INFORMATION FROM
https://www.callcentrehelper.com/the-top-25-positive-words-and-phrases-1847.htm
https://github.com/AmeyRuikar/sentiment-analysis/blob/master/positive%20words.csv
https://github.com/AmeyRuikar/sentiment-analysis/blob/master/negative%20words.csv
https://www.hitbullseye.com/list-of-negative-and-positive-words.php
https://sraf.nd.edu/loughranmcdonald-master-dictionary/
Duke, (2023, April 13) Retrieved from https://thimpress.com/what-are-sentiment-words/
https://www.nextiva.com/blog/customer-service-phrases.html
https://www.globalresponse.com/blog/customer-service-phrases-
avoid/#:~:text=%E2%80%9CCalm%20down.%E2%80%9D&text=Similarly%20with%20phrases%20like%2C%20%E2%80%9CNo,care%20about%20how%20they
%20feel.
https://www.qminder.com/blog/customer-service/customer-service-phrases-to-
avoid/#:~:text=%E2%80%9CCalm%20down%E2%80%9D,but%20by%20solving%20their%20issue.
https://www.zendesk.com/blog/customer-service-phrases/
MarkRyan556 (2020) Reddit post
https://www.reddit.com/r/Spectrum/comments/ls5yxn/spectrum_has_terrible_customer_service_and/

6. THE RESULTS
The Top 10 Good
Fantastic
Great
Marvelous
Excellent
Enjoy
Friendly
Impressive
Brilliant
Exciting
Favorite
Ideal
The Top 3 Ugly Phrases
‘CALM DOWN’
“I CAN’T HELP YOU”
“I DON’T KNOW”
The Bad…
Other key words
to try to avoid
are:
can’t, won’t, I’m
sorry,
unfortunately,

7. IT’S ALL ABOUT POSITIVE
PHRASING
“Calm Down”
“I understand your frustration
100%, that is unacceptable.
You’ve definitely reached the
right person. Let’s work
together to resolve this issue.”
“I Can’t Help You”
“I understand you frustration
100%. Although I am not the
expert in the area, I can
definitely get you to the correct
person who can help you.
“I Don’t Know”
“That is a good question and I
also would love to know the
answer to that. Let me reach out
to my upline so I can find out the
answer to that too. Ill be right

8. HOW WILL WE
KNOW IF THE
PROGRAM IS
WORKING???
There are many programs that a
company can use to measure
and analyze sentiment score
daily!
-Avaya
-Zendesk
-Genesys Purecloud
-TalkDesk
-Clarebidge
just to name a few!

9. HOW TO USE THE
SENTIMENT
ANALYTICS ?
We can use the daily
sentiment scores to coach
and change our customer
service behavior. Setting
goals for each
representative to reach
with their sentiment score
is a good way to measure
what he or she is doing
on the phone without
listening to each call. If
the score doesn’t reach
the goal, further training
can be given.

12. The words you use can make or break the
tone, or sentiment, of your interaction. Its
important to focus on what you can do, and
not what you can’t. Using the key words in
this presentation, will help you always have a
positive interaction with your customers,
friends and family.
In
Summary
Companies can use Sentiment Analytics to ensure
customers are receiving top not customer service and to
train their representatives to always provide the best
service.