Customer Service Training TIps

What that means to you is…

When making a proposal, either verbally or in writing, one of the most frequent blunders is describing features rather than benefits. It’s fine to talk about the features of your product or service, but make sure you translate those features into benefits for the end recipient. Here’s an easy way. After describing each quality of the product or service (the feature) the add, “What that means to you is…” (then describe the benefit). Translating a feature into a benefit has the effect of transforming a cost into an investment.

 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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