Customer Service Training TIps

Getting Faster results by Slowing Down

Effective Customer Communication

A common mistake that experienced employees make with customers is abbreviating the conversation. Typically, they listen to the customer then make a recommendation. That process skips two vital steps: First, after listening, you need to prove to the customer that you understand by repeating and paraphrasing, “Let me make sure I understand you…” Then, before recommending, ask if the customer wants to hear what you’re recommending, “Would you like to hear an option to solve your problem?” Adding these two short steps lengthens the conversation – but boosts buying behavior. Time well spent.


Today’s chuckle:

If love is blind, why is lingerie so popular?


Was this helpful?   For additional information on this topic:  Influence and Persuasion Skills 

You’ll find more of Jeff’s Trusted Advisor Customer Service tips or subscribe to receive a new Business Building Tip every two weeks.

Curious about Jeff’s training resources?  Click on Shop for details.  If you’re interested in a customized presentation for your organization, contact Jeff at [email protected]

Jeff Mowatt is a customer service speaker, customer service training professional, award-winning speaker, and best-selling author.


Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.