-- Use the notes you made whilst listening to demonstrate that - TopicsExpress

-- Use the notes you made whilst listening to demonstrate that you have a secure grasp on the problem by giving them a précis of what they have just told you. Mirror some of their (less colorful!) language, keep your tone measured and calm and ask a closed question at the end to check you have a full understanding. By now, the customer should at least be ready to let you help them. Assure them that is exactly what you’re going to do and explain the realistic options you have available to you. If the customer wants something that simply is not possible, apologize, give reasons why this is not an available option and then tell them what you can do for them.

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