LAIR

Listen, Acknowledge, Identify, Reverse

A communication framework in sales and customer services where the representative:

1. Listen: This refers to actively and attentively listening to the customer’s concern or issue, giving them your full attention, and not interrupting them while they are speaking.
2. Acknowledge: This involves acknowledging the customer’s concern or issue, and letting them know that you understand their perspective and are taking their issue seriously.
3. Identify: This step may involve identifying the root cause of the issue or the underlying problem, and working to address it in order to resolve the customer’s concern.
4. Reverse: This step may involve taking action to reverse or undo the negative effects of the issue or problem, and working to restore the customer’s confidence and satisfaction.

• Abbreviation: LAIR