Showing interest
How can I help ?
Really?
That is interesting.
Right/OK/Mmm/Yes/No
Mmm, let us hear the full story ..
OK, go on …
Showing empathy
I know what you mean.
How awful!
I am not surprised you are upset.
I really understand how you feel.
Asking for details
So what happened?
What did you do next?
How did you deal with it?
What did you like especially about …?
What else impressed you?
Clarifying
Yes, that is right.
Are you saying …?
What (exactly) do you mean by … ?
Could you be more specific, please?
Have I got this right?
Summarizing
(So) you think …
(So) you are saying …
(So) what you are really concerned / unhappy about is …
Repetition/question tags
We have reduced customer complaints by 30%.
30%? Have you?
Our department get at least 20 complaints a week.
Wow! Twenty complaints a week?
We believe the customer’s always right.
Always right? Do you really believe that?
***
Skills – BE 4 Unit 10 Customer Satisfaction
Did you hear? Didi has been promoted!
Really?
Let us hear the full story.
Well, Didi has been made head of the customer service
department. I was supposed to get that job!
I am
not surprised you are upset.
Yeah, I am. I just heard this morning.
So,
what happened?
Well, Didi was working on the customer service desk when a
rally angry customer came in. he managed to calm they guy down and solve the
problem, and he left happy. It turns out the guy was one of those customer
service spies.
What
exactly do you mean by customer service spies?
I mean that the guy was only pretending to be a customer. He
was sent by the management to test Didi, and as a result, Didi has been made
head of the customer service department.
So what
you are saying is that Didi was
promoted because he handled this spy complaint really well?
Yes, that is it. Well, I would better get used to it. I
guess I will go and congratulate Didi.
Congratulate him ?
Well, yeah. He is my boss now.
