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Repeat the Request
Learn the steps necessary to make sure your customer’s needs are being addressed and solved.
When to use
Always repeat the customer’s request to ensure that you are working on the right problem.
Clarify, clarify, clarify.
Have you ever had the problem when the customer tells you their problem and you work to resolve the problem only to find out that the problem you solved wasn’t really the problem?
The best way to clarify the problem is to repeat the customer’s request word for word to show that you are listening. Write down the customer’s request and then repeat it back to them to ensure that is really what that want.
Clarification will avoid confusion when you try to solve the problem and will ensure you are working to solve the customer’s ACTUAL problem.
You can say things like:
- “So to confirm...”
- “What I’m hearing you say is you would like...”
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