Clarifying questions are helpful in demonstrating listening and in confirming important information.
In the May issue of Customer Communicator, the training and motivation newsletter for frontline reps, the authors recommend some practical language for clarifying questions. For example:
“I understand that 15 widgets were delivered and you ordered 25. Is that correct?”
“Let me see if I understand. You paid the bill online on April 7, and your last statement did not reflect that?”
“I see. So what you’re saying is that when the thermostat is on high, the furnace blows cold air. Have I got that right?”
Other good clarifying starters include:
“What I heard you saying is …”
“In other words …”
“Let me see if I understand …”
Taking that extra moment to clarify and reflect back what a customer has said will lead to more accurate understanding and efficient problem solving.
Sample language for customer interactions is covered regularly in Customer Communicator newsletter.