Customer Service Training TIps

Shift your Service from Processed to Personalized

It stands to reason that being a Trusted Advisor requires understanding customer and co-worker needs. The challenge is we may have plenty of knowledge, yet ironically have little impact. It happens when we quickly assess in our own minds the customer’s problem, then go straight to offering a solution. Simply being quiet and offering a solution doesn’t confirm that you really understand them. You’ll have more impact when you prove you understand their needs by stating, “It sounds like…” Then summarize your understanding of their needs. If you merely listen to a customer and offer a solution, the customer feels PROCESSED. If on the other hand, you listen and verify your understanding of their needs, then move to solution, your service now feels PERSONALIZED.

Today’s chuckle:

My housecleaning style is best described as, “There appears to have been a struggle.”



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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