When checking for understanding, it is best to...

Choosing to reflect or rephrase what the customer says is an effective technique when checking for understanding. This method not only demonstrates active listening but also ensures that the customer feels heard and valued. By paraphrasing or summarizing the customer's statements, you can clarify any misunderstandings and confirm that both parties are on the same page regarding the issue at hand. This approach encourages a two-way conversation, allowing the customer to confirm or correct your understanding, which can lead to more effective problem-solving.

In contrast, simply repeating what the customer has said verbatim may not contribute to deeper understanding or engagement. Ignoring the customer's words negates the importance of their input and can lead to frustration. Providing immediate solutions without first confirming understanding can also result in overlooking the root of the issue, potentially leading to ineffective resolutions. Therefore, reflecting or rephrasing allows for a clear dialogue and enhances the overall service experience.