Listening to the words customers use can help you better communicate with the customer on their level.
One example, are customers that use phrases like “I wish someone would just stop and listen to me”. Try using a response like ” I can hear what your saying.” This is an example of a customer that best communicates and responds utilizing audible expressions.
Another example are customers that use phrases like “No one can see what I am going through.” Try using a response like ” I can in-vision what is happening to you.” This is an example of a customer that best communicates and responds using visual expressions.
Matching the context in which a customer is speaking to you helps a customer feel at ease and builds a connection with the customer.