Customer Experience News & Trends

How to remember (nearly) everything customers say

With so many distractions at work, you probably struggle to remember everything customers say. Here’s help on zeroing in.

To avoid forgetting, Laurie Schloff and Marcia Yudkin, authors of Smart Speaking, suggest their T-E-L method.

  • T – Tune in to the purpose of the conversation and tune out distractions by having only papers and computer screens pertaining to the call open on your desk.
  • E – Expect a solid outcome from the conversation. With the goal in mind, you’ll likely listen closely for all details that will get you to the goal.
  • L – List key points you want to make before ending the conversation. You can make those notes before or during the conversation. Check them off as they’re covered.

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