A technician receives a call from a customer who is too talkative. How should the technician handle the call?

Last Updated on March 23, 2021 by Admin

A technician receives a call from a customer who is too talkative. How should the technician handle the call?

  • Talk over the customer and quickly gather the necessary information to be of help.
  • Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
  • Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
  • Politely step in and gain control of the call by asking the customer social questions.
    Explanation:

    If a customer is too talkative, the technician should not interrupt the customer but attempt to regain control of the call by asking closed ended questions after customer is through speaking.

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