220-801 · Question #507
A user is explaining a problem they are having to a technician. During the explanation the technician determines what the cause of the problem is. Which of the following should the technician do?
The correct answer is A. Wait until the user finishes their explanation and then offer advice. Professional and effective customer service requires active listening - the technician should always let the user finish speaking before responding. This demonstrates respect, ensures the technician has all potentially relevant details (the user may provide additional context…
Question
A user is explaining a problem they are having to a technician. During the explanation the technician determines what the cause of the problem is. Which of the following should the technician do?
Options
- AWait until the user finishes their explanation and then offer advice
- BIgnore the remainder of the user's explanation and then offer advice
- CInterrupt the user so that the user does not have to offer more than is needed
- DMake a gesture to the user to let the user know that no more explanation is needed
How the community answered
(24 responses)- A92% (22)
- C4% (1)
- D4% (1)
Explanation
Professional and effective customer service requires active listening - the technician should always let the user finish speaking before responding. This demonstrates respect, ensures the technician has all potentially relevant details (the user may provide additional context that refines the diagnosis), and builds trust. Interrupting the user, ignoring the rest of their explanation, or using gestures to cut them off are all unprofessional behaviors that can frustrate the user and potentially cause the technician to miss important information.
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