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Key Takeaways
Addressing uncertainty and confusion in customer interactions can lead to significant cost savings and improved customer satisfaction.
Noticing and addressing behaviours like hesitation, repetition, and irrelevant questions can have a real impact on customer experience.
Practical approaches like changing the way questions are asked can reduce confusion and improve efficiency.
Describing and analysing breakdowns in communication can help identify areas for improvement.
Continuous monitoring and adjustment based on analysing behaviour, uncertainty, and emotions can drive positive outcomes in customer interactions.
Utilising technology like AI can help detect behaviours like confusion and hesitation to guide improvements.
Implementing a systematic approach to address uncertainty and confusion can lead to tangible results.
Cultural differences and language barriers should be considered when addressing uncertainty and confusion in g...
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