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!”

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