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About this lesson
This section covers the steps necessary to make sure your customer’s needs are being addressed and solved.
Exercise files
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Repeat The Request.docx54.1 KB Repeat The Request - Solution.docx
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Quick reference
Repeat the Request
Learn the steps necessary to make sure your customer’s needs are being addressed and solved.
When to use
Always repeat the customer’s request to ensure that you are working on the right problem.
Instructions
Clarify, clarify, clarify.
Have you ever had the problem when the customer tells you their problem and you work to resolve the problem only to find out that the problem you solved wasn’t really the problem?
The best way to clarify the problem is to repeat the customer’s request word for word to show that you are listening. Write down the customer’s request and then repeat it back to them to ensure that is really what that want.
Clarification will avoid confusion when you try to solve the problem and will ensure you are working to solve the customer’s ACTUAL problem.
You can say things like:
- “So to confirm...”
- “What I’m hearing you say is you would like...”
- 00:04 Clarify, clarify, clarify.
- 00:09 That's what we're gonna talk about in this video.
- 00:11 The importance of clarification.
- 00:14 Have you ever had this problem before?
- 00:16 Where a client comes in and they tell you whatever they tell you, and your okay,
- 00:20 we're gonna get to work on this right away.
- 00:22 And you start working to solve the problem, working to solve the problem.
- 00:25 You come up with this great solution.
- 00:27 You give it to the actual customer.
- 00:30 And what do they tell you?
- 00:32 Well, that's not my problem.
- 00:34 I actually wanted this.
- 00:36 Has that ever happened?
- 00:38 Clarification, that's what we want, right?
- 00:42 That's gonna help your orders be more accurate.
- 00:44 It's gonna help you recommend the best service.
- 00:47 It's gonna really help your clients feel cared for, understood and heard, okay?
- 00:53 So what do you do?
- 00:54 The easiest way to clarify is to repeat the request, okay?
- 00:59 Right from the beginning, whatever it is that they're requesting.
- 01:02 So what I do, is I write down, I'll ask intelligent questions to my clients, and
- 01:07 I'll write down, in order, exactly what they're looking for.
- 01:10 And then I read it back to them.
- 01:12 So if I'm hearing you correctly, you're looking for A, B, and C.
- 01:16 Now, nine times out of ten they'll say yes, that's exactly what I'm looking for.
- 01:21 Even if you write it down exactly word for
- 01:22 word, sometimes they'll say well that's not exactly what I meant.
- 01:25 What I really want is XYZ.
- 01:28 So you clarify again, right?
- 01:30 So you repeat the customer's request, word for word, to show that you are listening.
- 01:35 That's gonna help them feel heard and understood as well, okay?
- 01:39 So next, clarification will avoid confusion when you try to solve
- 01:44 the problem and ensure you're working to solve the customer's actual problem, okay?
- 01:49 So, you wanna make sure that you know exactly what the requests are,
- 01:52 exactly what the problem is, and
- 01:54 that your solution is gonna solve the customer's actual problem, okay?
- 01:58 You have to clarify.
- 02:00 You know who's great at that, is fast food restaurants, right?
- 02:04 Cuz things are moving, things are moving quick.
- 02:06 So they started to repeat your order.
- 02:08 If you put in an order, they repeat the order for you.
- 02:11 Nowadays they've got those screens, right?
- 02:14 So here you can get this big burger, this heart attack in a box or whatever it is.
- 02:20 And is that your accurate order?
- 02:22 And they'll clarify with you, right?
- 02:24 And then you still get the order wrong, okay.
- 02:26 But you see where I'm going with this, right?
- 02:27 You wanna do whatever you can to clarify.
- 02:30 So next, you might say something like, so to confirm, you're looking for X, Y, Z.
- 02:36 What I'm hearing you say isM you would like A, B, C.
- 02:41 So now you're making sure that you're on the same page with the client and
- 02:44 you guys are engaged.
- 02:46 Now your starting place gives you a foundation for whatever comes next, right?
- 02:51 Whatever's next in that remedy.
- 02:53 Whatever's next in just providing your service, right?
- 02:55 The best service or the best product for them.
- 02:58 Right, cuz that's what's going to be important.
- 03:00 But you have to clarify.
- 03:01 Does that make sense?
- 03:03 Okay, good, you got this.
- 03:05 So, repeat the request.
- 03:07 Repeat the customer's request, word for word, to show that you're listening.
- 03:12 Number two,
- 03:12 clarification will avoid confusion when you try to solve the problem, and ensure
- 03:17 you're working on the right problem that actually solves the customer's problem.
- 03:22 And you might say things like, so to confirm.
- 03:24 Or what I'm hearing you say is you would like X, Y, Z.
- 03:29 Okay, Excellent, all right.
- 03:31 I'm gonna see you guys on the next video.
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