Customer Service Training TIps

Creating Clarity for Distracted Customers

While supposedly talking with you, today’s distracted customer may be simultaneously receiving PDA phone calls, text messages, and emails. Perhaps they’re also anxious about their other errands, or worried about their other buying options. No wonder it’s increasingly difficult to sell extras and add-ons. Customers have a lot on their minds. Next time, give yourself a chance to be heard. As you sit-down together, start with, “How’s our time – are we OK? (wait for their response) “Good. I’ll just turn-off my phone so we’re not interrupted.” Upon hearing this, the customer makes a decision whether to hear you out. You’ll notice they visibly relax, appreciate your consideration, and are in a better frame of mind to make buying decisions.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

A clean desk is a sign of a cluttered desk drawer.


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