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• “What were you hoping would happen…?”
Clarifying leads us to the appropriate solution in a more efficient manner.
Step 4 – Present Resolution.
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- The fourth step is to present a resolution. Presenting a resolution is not a challenge if we’ve done the first three steps properly. As we present the resolution, we want to state specifically what we are going to do for the customer. We may also offer alternatives. Note: As we discussed in Step 1: Strategize, it is critical to understand your parameters – what you CAN do for the customer and what you CAN’T do.
- Step 5 – Checkback.
- The checkback is our opportunity to make sure that the customer is satisfied and feels good about the resolution.
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Examples of checkbacks include:
• “How does that sound?”
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• “What do you think about x?”
• “Are you with me?”