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.
Was this helpful? For additional information on this topic: Influence and Persuasion Skills
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.
Subscribe to our Blog
Get our latest updates in your Inbox