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What to Do When the Customer Is Confused

Customers may be confused for a number of reasons. The most obvious reason is that the customer simply does not understand what you’re saying. A language or accent barrier may cause a disconnect in communication. Perhaps you’re speaking in technical or company terms that don’t mean anything to the customer. Perhaps the customer has zero understanding of the product or service you’re talking about. Or, perhaps, the customer has a medical condition that makes communication and understanding difficult.

Something about the customer’s facial expression will usually be your fir...

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Cover of Powerful Phrases for Effective Customer Service

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L02 Customers may be confused for a number of reasons. The most obvious reason is that the customer simply does not understand what you’re saying. A language or accent barrier may cause a disconnect in communication. Perhaps you’re speaking in technical or company terms that don’t mean anything to the customer. Perhaps the customer has zero understanding of the product or service you’re talking about. Or, perhaps, the customer has a medical condition that makes communication and understanding difficult.