“In conversations, people don’t spit out bullet pointed facts. Instead, they use stories. When you listen attentively, you encourage the speaker to expand on and tell more stories. The clues that lead to their real problems are buried inside these stories. Of course, this requires patience. In customer service situations, those stories can often sound like run on sentences that will never end. Remember Rule 1? A fast way to lose the emotional connection with a customer is to cut them off mid-sentence when they are telling you their story. As crazy as this sounds, part of the customer experience is telling you her story, no matter how convoluted it might be. The customer wants to talk – sometimes at you.”
-From People Love You by Jeb Blount
Shisso 