Impeccable Communication

Customer Experience Tip #1527

No matter how you deliver it, saying, “I know what I heard.” to a customer or client can land in a way that feels combative, rigid, and unfriendly. And you certainly want to welcome resolution while demonstrating humility. Jack Quarles, author of Expensive Sentences, recommends one of the following alternatives:

“Gosh I’m sure that’s what I heard, but maybe I was filtering somehow.”

“We experienced that clearly, but someone else may have taken it a different way.”

“This may be one of those situations where I’m sure I’m right, but I’m not. It’s happened before!”

Join the Conversation (Reply below)

Speak Your Mind


This site uses Akismet to reduce spam. Learn how your comment data is processed.