Customers who come to you with a problem are often nervous that things won’t go well. But you can help them breathe easier by using a few key sentences.

Communications consultant Kathleen Brown refers to this technique as using Position/Action/Benefit (P/A/B) statements. To try it, first state your attitude, feeling or belief about the situation. For example, Position: “I want to resolve this problem for you as soon as possible.”

Next, describe what action you will take or what action you need the customer to take. Action: “I’ll need to see two forms of ID before I can process this document.” “I can get back to you by Friday with that information.”

Finally, tell the customer how he or she will benefit from the action you’ve proposed. For example, Benefit: “Then we’ll be able to mail you your new Social Security card. It will arrive within two weeks.”

Using P/A/B statements will reassure customers that you’re able to help them, calming them down and making them more receptive to what you say.

Filed under: Customer Service Corner