Speaking with a customer? Make sure to use positive language. Here’s an example. Instead of saying, “sorry, I don’t know the answer,” say “I’ll find out the answer and get back to you shortly.” Here’s another example, don’t say “sorry that’s not in stock,” instead say something like this “that item will be back in stock in two weeks” or “while that item isn’t in stock, this item is” then explain why it’s a good alternative.