Final answer:
When having trouble understanding a customer during a call, it's best to speak slowly and clearly, paraphrase to confirm understanding, clearly state what you would like from the listener, and ask the customer to repeat if necessary.
Step-by-step explanation:
When on a call with a customer and experiencing difficulty understanding what the customer is saying, there are professional steps you can take to ensure effective communication. To maintain professionalism and clarity, it's important to speak slowly and clearly, which helps in case of any technical issues like wi-fi delays or microphone malfunctions.One effective approach is to paraphrase what you think the customer said to confirm understanding. For instance, you might say, "To make sure I've understood you correctly, you're interested in...". This technique helps to clarify any misunderstandings without the need to put the customer on hold, which can sometimes lead to frustration or disconnection.
Additionally, you should clearly state what you would like from the listener. For example, "I would love to meet with you to discuss your plans and perhaps offer you a fresh perspective." This helps to keep the conversation focused and productive, ensuring that both parties are working towards a resolution that addresses the customer's needs.If paraphrasing does not resolve the issue, kindly ask the customer to repeat what they said. This is a direct approach that shows you are actively listening and are engaged in helping them. It's often the simple step of repeating that clarifies the communication and allows you to provide the necessary assistance.