This article is part of our Service Series — reflections and lessons on how service is designed, delivered, and experienced, from Frontline conversations to leadership choices.
Wisely and slow. They stumble that run fast. — William Shakespeare
But the Customer Just Wants the Answer
In Customer Service training sessions, I can’t count how many times people tell me that the Customer just wants the answer.
So they skip over restating the Customer’s enquiry or expressing empathy. Not because they’re bad people — in fact, they’re often the nicest people.
But because they truly believe the Customer just wants the answer.
So they rush to give the answer.
You see this everywhere:
- In email and chat
- On calls
- In face-to-face conversations
- Even in how some leaders talk to their people
A shift in perspective helps.
Related reading: Why Manners Will Always Matter
Reframing the Answer
When someone tells me it’s better to rush to give the answer, I ask them to reframe the situation.
First — let’s not call it an answer.
Let’s call it a solution.
We’re not here to be answer-spitting machines. AI already does that.
And let’s remind ourselves: we’re not just giving someone a solution.
We’re earning the Customer’s faith and trust in our solution.
Can you feel the difference already?
What More Customer Service People Should Say
I work to earn the Customer’s faith and trust in my solution.
I don’t just rush to answer their question.
That’s why the first part of any conversation isn’t about solving.
It’s about listening.
And just as importantly, it’s about proving to the Customer that you listened.
Using all those great communication techniques you learn in Customer Service 101 — and then seem to cast aside when actually talking to people.
“Being heard is so close to being loved that for the average person they are almost indistinguishable.” — David Augsburger
That quote captures the emotional core of service.
When Being Heard Makes the Difference
I saw this play out once in a very practical way.
After an online interview with a procurement team, I later learned I’d been chosen over nine other Trainers for a training engagement.
Why?
The client told me — afterwards of course — that I was the only person who stopped and paused before answering their questions.
They said it made them feel I listened better.
A quality they valued for the people they were registering for the training program.
So don’t rush to give an answer.
Earn the right to have your solution considered and accepted.
When you do, you’ll not only be more effective — you’ll be more human too.
Thank You for Reading
I regularly share stories, strategies, and insights from our work across Contact Centers, Customer Service, and Customer Experience. If this resonates, I’d love to stay connected.
You can drop me a line anytime, or subscribe on our site.
Daniel Ord
[email protected]
www.omnitouchinternational.com
