Customer Service Training TIps

Use “Linking Phrases”

Customers don’t buy features; they buy benefits. “Linking phrases” help you to translate features of your product or service into benefits for your customer. Examples of linking phrases include, “which means…” and “so that…”. Here’s how we could use a linking phrase in a sentence, “This coffee cup has a ceramic handle (feature) which means, (linking phrase) that you won’t burn your hand (the benefit).” Essentially, linking phrases are short versions of the message, “What this feature means to you…”. In other words, linking phrases help you to connect more powerfully to the real needs of your customer which means they’ll feel more inclined to buy from you.

 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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