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.
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 customer is through speaking.