Broken Record

This technique is used with customers who won’t cooperate when it comes to finding a solution. Its intent is to send this message: We’re not going to continue talking until we figure out the issue I want us to prioritize first.

It involves restating the same thing in different ways until it is clear to your customer. An example of how this might work, “You have a number of options. Which would you prefer?”

You can [option one] or [option two]. Do you have a preference?

One message can get broken up into four or five messages in order to make the customer’s decision.

It can also be used to express empathy when a customer is too angry to engage in problem solving.