Customer Service Training TIps

Ensure That Customers get Your Message

When giving detailed information to customers – being accurate doesn’t guarantee that the message will be understood. Imagine giving lengthy route directions to a tourist who’s struggling to understand the local language. Your information may be accurate – but there’s a high margin for error in interpretation. The simplest way to ensure that someone really understands you is to invite them to paraphrase. To avoid sounding condescending, consider this approach – “I went through those directions fairly quickly. So, if you could repeat what we covered in your own words, I’ll make sure I didn’t skim over too much.” Interesting how humility helps.

 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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