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Eye contact is not feasible during telephonic conversation and cann't understand the emotionlly expressed concern. The only option is to allow the customer to vent his/her feelings by listening empathetically. Hence my choice is THIRD
It is very obvious, that one should first listen before blurting out an answer .... you might have missed a vital part to the solution
listen to them, then repeat their concerns back to them before offering a solution
Thanks for the invitation
When the calling customer is facing a problem so you must let him/her explain the whole problem and dont interrupt them at all even you already have the solution to their problem especially if you noticed through the call that they are very angry and you dont know what their reaction will be because of the interruption
The option three3 is correct. for both angry and non angry customers
Hi Yosef,
I believe number 3 is the best option. I take classes online for my BS in Marketing and I call the tech assistant often if I have problems with the online site (slow computer, glitches, retrieving files, etc) and I like the way that he lets me explain the situation and then offers a solution as he walks me through all possible options until I have solved the problem.
Every time that I speak he stops and listens until I am finished with my complaint. This is probably how he assesses the whole picture of my worries so that he can better choose the right answer. This is an impressive way of handling the matter....at least I was impressed and very satisfied with our 'sometimes 20mn calls'.
Thanks
It is (1) ........................................................................
.....................I thank you
I think the answer number 3 is likely to be correct
Thank you for the invitation and I agree with you(1)
I think the option is (1)...thanks for the invitation. ...
