Customer Service Idea Bank > Exceeding Expectations > Paraphrase to confirm understanding
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Misunderstandings can and will occur in customer service. Even if you heard what a customer said, that may not be exactly what he 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. First, listen carefully to your customer. Next, provide a short summary of what you just heard. Finally, ask your customer if you got it right.
Last updated on January 3, 2011 by Jeff Toister
