COMMUNICATION-INFLUENCE1 MIN READ
Enhancing Customer Understanding
Always _reflect_ back what you hear, then _ask_ clarifying questions to move forward.
Enhancing Customer Understanding SCENARIO · ADDRESSING CLIENT CONCERNS Jordan expresses concern about a recent product issue with a client. The situation 0:00 The exchange 0:03 The takeaway 0:36 Morgan I heard you say the client is frustrated with the product's recent performance. 0:08 Jordan Yes, they expected better reliability and are considering alternatives. 0:13 So, they’re worried about reliability and might switch to a competitor? 0:18 Exactly, they feel unsupported in finding a solution.
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