When you're having a difficult conversation with a customer, it's often easy to forget that, at the end of the day, we're all human, and we all have stories and experiences that shape our reality. We already know it's important to understand your customers, but lesser known is why it's equally as important to also understand their context. Is the customer moving into a new home because of a recent tragedy? That changes the conversation. Is your client switching phone services because they had a horrible experience at their last company? That changes the conversation. Educating the customer about who you are and what you offer is key, but make sure you also consider the context of their needs.
Customer service is never easy, but this advanced path will help to illuminate why the context of customer requests matters. This learning path can benefit any and everyone who will engage clients directly or indirectly.