Customer Experience News & Trends

4 signs customers are off track

If customers say anything like this, they’re confused and need more attention.

Agents want to slow down if customers say:

  • “It doesn’t seem to …”
  • “I’m not sure …”
  • “I can’t figure out …”
  • “It’s seems confusing.”

Customers who say these things are struggling to organize their thoughts or take in what agents have said. That’s when agents want to slow down, get focused and use a soothing voice to keep customers calm, suggests Super Service authors Val and Jeff Gee.

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