I See your Point

The Power of Empathy with a Simple Phrase

A service provider passed on to me a simple phrase that she uses to diffuse angry customers. After the customer expresses their concerns (vents), she confirms the details with the customer, empathized with their frustration, and then wraps it all together with the phrase, “I see your point.” Whether or not we agree with the other person, the phrase, “I see your point,” communicates that we’ve listened and that we understand their perspective. That’s a big step towards preserving that valuable customer relationship. Bonus: it’s also a great approach to use with family and friends.

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Jeff Mowatt is a customer service speaker, customer service training professional, award-winning speaker, and best selling author. To inquire about engaging Jeff for your team visit www.JeffMowatt.com