From the course: Customer Service: How to Deliver Support Across Languages
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When you don't understand
From the course: Customer Service: How to Deliver Support Across Languages
When you don't understand
- [Speaker] During the Q and A segments of my workshops, there are times when I need help understanding the participant or their question, or I may need time to think through the best way to answer the question. In these situations, I gracefully ask for clarity or the person to repeat the question. I ask for what I need without fear or shame. And you can do this too when you don't understand your customer. Try these phrases when you don't understand your customer. "Sorry, I didn't quite catch that. Would you mind repeating that?" "I want to make sure I fully understand your issue. Can you please clarify your concern or provide more information?" "What I think I heard you say is," blank. "Is that correct?" "I'm sorry, but I'm having difficulty understanding your concern. Can you please provide more details or explain it in a different way?" "I apologize for the confusion. Could you please rephrase your question or…
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