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.
Note
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 the customer is speaking.
