Paraphrase to confirm understanding
Misunderstandings can and will occur in customer service. Even if you heard what a customer said, that might not be exactly what they meant!
A misunderstanding may start small, but it could lead to wasted time, frustration, or even a lost customer.
A good way to avoid miscommunication is to confirm your understanding by paraphrasing.
Listen carefully to your customer.
Provide a short summary of what you just heard.
Ask your customer if you got it right.
I often get it right the first time, but sometimes I don't. There are also occasions when I paraphrase and the customer will add some additional context or explanation.
Bonus Info: LinkedIn Learning subscribers can review more active listening techniques with this short video.
