Final answer:
In customer service, when not understanding the customer, use open-ended questions and statements that show you're actively listening and seeking clarification. Avoid phrases that display uncertainty about your own knowledge. If the issue persists, involve a supervisor or more knowledgeable colleague.
Step-by-step explanation:
In a customer service situation when you do not understand the customer, there are several phrases you could use. It is important to choose your words carefully to maintain a professional and respectful tone. You could say:
- “Could you please clarify what you mean by that?”
- “I’m sorry, I want to make sure I understand you correctly. Can you explain that in a different way?”
- “To ensure I am on the same page, could you give me an example?”
- “I’m not sure I follow you, could you go into more detail?”
By asking open-ended questions, you invite the customer to provide more information and clear up any confusion. Restating what you heard is also a strategy that can help to avoid misunderstandings and show that you are actively listening. Avoid phrases that convey uncertainty about your knowledge, such as “I cannot be certain, but…” Instead, focus on obtaining clear information to focus on solving the problem.
If you find that the conversation is not progressing, you could suggest, “Let’s take a step back so I can better understand your needs.” In instances where language or technical barriers persist, it might be beneficial to involve a supervisor or a colleague who has more expertise in the specific area of concern.