When listening, I clearly convey through my words and non-verbal cues.
- I focus on you and care about your issue
- I actively process what you’re sharing with me
- I seek clarification through questions
- I gain a better appreciation for what’s happened (or not) and how you feel
- I paraphrase what you’ve said to demonstrate my understanding of your concerns
When apologizing, I clearly convey through my words and non-verbal cues.
- I am genuinely sorry/deeply regret what’s happened/not happened
- I understand, I have seen/been in similar situations and don’t want you to go through it
- When I learned about your issue, I felt terrible for the aggravation it caused
- While I can’t go back in time and prevent it, I can help make it right now
- I take ownership of your concerns and will proceed with urgency
When solving, I clearly convey through my words and non-verbal cues.
- We use a methodical approach to understand the nature, cause, and extent of your issue
- I am collaborating with our experts and here’s what we have discovered (cause/result)
- Here’s what we are doing about it; reach agreement on resolution
- We are implementing our plan and keeping in close contact with you
- Done! … you have verified everything is in order and the issue has been resolved
When thanking, I clearly convey through my words and non-verbal cues.
- We have completed our assignments and I want to thank you for your patience and partnership
- I express my genuine gratitude for the opportunity to play a role in building your home
- I ask if there are any other items we need to discuss
- I extend an invitation to contact us in the event you ever have a concern or just a question
- I close with, “On behalf of our team, welcome to the Summit Homes family!”