WORDS YOU SHOULD USE:

“I apologize it seems to be taking me forever.”

WHEN TO SAY IT: If you notice that a customer is becoming agitated, upset or restless during a paperwork-filling procedure, it’s a good phrase to use to show you understand how he’s feeling. After that, add a phrase of empathy and explanation, like “I understand that this process may seem slow to you, but I’m required by law to compile all this information.”

SOURCE: Renée Evenson, Powerful Phrases for Effective Customer Service

This article originally appeared in the March 2016 edition of INVISION.

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