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?
A.
Continue listening to Ann’s explanation until she is finished then refer her to a website so she
can find the proper resolution.
B.
Ask Ann to repeat the problem and all the symptoms several times in order for the technician to
verify all the facts.
C.
Finish listening to Ann’s explanation without interrupting if it will not take an excessive amount
of time.
D.
Politely tell Ann that the technician knows the proper solution and that no further explanation is
necessary.
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 proposea 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.