LISTEN & ACKNOWLEDGE

Your word choice can make a noticeable difference in acknowledging the customer and validating their wants and needs. When we choose the right words, customers know we are listening, we understand and we’re on their side. Here are some specific examples of language that may help the customer know you’re listening and feel acknowledged. Use the additional space for one of your ideas.

"Just to make sure I understand how I can help you, let me recap..." "I can certainly understand why you feel that way."
"Of course, that’s understandable. Let me see how I can help you..."
"I apologize you were inconvenienced. I’ll work right away to resolve it."
"Yes, I see how this could have been confusing. Let me see what I can do to help clarify..."