Explain Reasoning or Actions

When customers don’t understand something that you say or do, it is easy to assume they won’t contact customer service for clarification. That’s a mistake because the customer will have less knowledge on your company policies and procedures than you would as a longtime employee.

Be sure to explain what your job is and why you’re performing it. It can be tricky when a customer doesn’t understand the things you’re doing that she should just get used to, so make an effort to provide them with additional information whenever possible.

“When you come in next time, all of this will already be entered into the computer.

“Here’s what I need to do: [explain action].”