When giving detailed information to customers - being accurate doesn't guarantee that the message will be understood. Imagine giving lengthy route directions to a tourist who's struggling to understand the local language. Your information may be accurate - but there's a high margin for error in interpretation. The simplest way to ensure that someone really understands you is to invite them to paraphrase. To avoid sounding condescending, consider this approach - "I went through those directions fairly quickly. So, if you could repeat what we covered in your own words, I'll make sure I didn't skim over too much." Interesting how humility helps.
Today's Chuckle:
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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