A technician receives a call from a customer who is too talkative. How should the technician handle the call?

Question:
A technician receives a call from a customer who is too talkative. How should the technician handle the call?

• Politely step in and gain control of the call by asking the customer social questions.
• 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.
• Talk over the customer and quickly gather the necessary information to be of help.

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.

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