Paraphrasing Scenario #1 Paraphrasing not used Thank you for calling Dell My name is Sara, how can I help you? Hi, I am not able to login to my machine Ok! No problem, I will definitely help you. What is exactly the error we are getting? As soon as I put the password it gives me the incorrect Did you check the caps lock key? I tried, but it didn't work. Please click on the PIN password or picture password right now.
I have tried it already and it’s not working. My system password is not working. Can you please click on the picture icon and try to login? Ok; I am in. Please open www.dell.com/support Now why are we doing this? did you understand the issue? As I’m in windows now so it should be fine So, What went wrong? The customer called in for a password issue The agent probed and started troubleshooting the system password The agent is supposed to paraphrase the concern and make sure that he or she understands the customer’s concern.
Scenario #2 Correct use of paraphrasing Thank you for calling Dell. My name is Sara; How can I help you? Hi, I am not able to login to my machine. I’m so sorry. Would you describe to me what happens when you try? I enter my username and password, and then I get an error message that says “file not found.”
So, if I understand you correctly, when you enter your username and password, instead of logging you in, the system gives you a “file not found” dialog box. Is that correct? Yes, right. No problem, We will try and log in to the windows and if required I will take the remote session of your computer and I will definitely help you to fix the issue by the end of the call. Paraphrasing involves stating back what you heard the customer say. By paraphrasing what the client is saying, the customer will feel he or she is being listened to.
The customer will have the opportunity to clarify anything that you, the listener, may have misunderstood. To paraphrase, do the following: Listen to the speaker carefully. Mentally note key points. Repeat back what the speaker has said using your own words, and be careful not to change the meaning.
You can use phrases to introduce your paraphrase, such as: So I understand that… So what you are saying is… What I heard you say is… In other words… Or, What I understood you to say is…
