Customer Service Training TIps

Echo Technique

Perhaps the most powerful way to influence others lies not with the way we speak – but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few words in the form of a question. For example, a travel agent customer says, “I want to go someplace hot.” Responding with, “Someplace hot?” encourages the customer to elaborate so you can make a more appropriate recommendation.

 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


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How much deeper would the ocean be without sponges?


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