A customer is explaining a problem with a computer to a technician. The technician recognizes the problem prior to the customer finishing the explanation. What should the technician do?

  • Interrupt the customer and let the customer know that the technician knows what the problem is.
  • Start working on the PC while listening to the customer at the same time.
  • Ask the customer to repeat the problem so that the technician can document it and verify all the facts.
  • Wait politely for the customer to finish explaining the problem.
Explanation & Hint:

It is always important to allow the customer to finish explaining the problem at hand. You should always be attentive and actively listen to the customer without interrupting and acknowledge the customer occasionally to affirm that you are actively listening to the customer.

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