Control Conversations Using Reframing Statements


Reframing statements are fantastic in getting the customer to move forward. Reframing does two things for you. First, it acknowledges your customer’s biggest concern. You empathize. Secondly, it ushers in the solution phase of problem resolution.

Here are seven reframing statements that recognize customer concern and help customers move on.

  1. “We have a situation that has come about from a past issue. I want to now focus on what we can do to fix this for you.”

  2. “If I were in your shoes, I think I’d feel just as you do. Now, let’s see what we can do to fix this.”

  3. “We want to get to the bottom of this a much as you do.”

  4. “Rest assured; I will do all I can to fix this for you.”

  5. “I certainly understand your concern. Let’s take a look and see what’s going on.”

  6. “This is no more acceptable to us than it is to you. Let’s take a look at what’s going on here.”

  7. “I will do my best to take care of this for you.”