Sometimes we mistakenly proceed to resolve a problem based on what we THINK the customer was saying. This step of the process allows us to clarify and draw out information to make sure that we understand the customer’ s true concern. Examples of clarifying might include: “What I hear you saying is...is that right?” ,“Can you tell me more about...”,“How may I help you...”,“What were you hoping would happen...” . Clarifying leads us to the appropriate solution in a more efficient manner. The next step is to present a resolution. Presenting a resolution is not a challenge if we’ ve done the previous step properly. As we present the resolution, we want to state specifically what we are going to do for the customer. We may also offer alternatives. It is critical to understand your parameters—what you CAN do for the customer and what you CAN’ T do. The check back is our opportunity to make sure that the customer is satisfied and feels good about the resolution. Examples of check back include:“How does that sound?”,“What do you think about ...” ,“Are you with me?” ,“Does that make sense?” ,“Will that meet your needs?” and “Would that be satisfactory?”