Customer Service Training TIps

Summarize your Understanding

Gain Trust with Powerful Paraphrasing Techniques

Here’s an easy way to gain trust and influence with others – especially customers. As you would normally, ask the person questions to identify their needs. Then PROVE that you understand them by paraphrasing what they’ve said. For example, you might say to a customer, “Let me make sure I understand you. What you’re looking for is…” By summarizing, you demonstrate to the customer that no one else understands them quite as well as you. That gives you an instant competitive advantage – without costing you a cent!

Today’s chuckle:

Oh Lord, give me patience, and GIVE IT TO ME NOW!


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

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


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