A technician realizes the problem Ann, a customer, is having before she is done explaining all the symptoms. Which of the following is the BEST action for the technician to take?

The correct answer is C. Finish listening to Ann's explanation without interrupting if it will not take an excessive amount of time. Best customer service agent is the most avid listener. Finish listening to Ann's explanation if it doesn't take an excessive amount of time. After that, you can propose a solution. You can always interrupt her if she is taking a lot of time. Apologize for interruption and tell…

Hardware and network troubleshooting

Question

Options

AContinue listening to Ann's explanation until she is finished then refer her to a website so she can
BAsk Ann to repeat the problem and all the symptoms several times in order for the technician to verify
CFinish listening to Ann's explanation without interrupting if it will not take an excessive amount of time.
DPolitely tell Ann that the technician knows the proper solution and that no further explanation is necessary.

How the community answered

(26 responses)

A
12% (3)
B
8% (2)
C
77% (20)
D
4% (1)

Explanation

Best customer service agent is the most avid listener. Finish listening to Ann's explanation if it doesn't take an excessive amount of time. After that, you can propose a solution. You can always interrupt her if she is taking a lot of time. Apologize for interruption and tell her that you realized the nature of the problem.

Topics

#customer communication#active listening#professional behavior#soft skills

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