Active Listening

Correct Answer: Wait for the customer to finish explaining before offering solutions.

When a customer is calling to complain about an issue, it is important to allow them to fully explain the situation before offering any solutions. This demonstrates active listening and ensures that you have a complete understanding of the problem before attempting to resolve it. Interrupting the customer to suggest solutions prematurely may come across as dismissive or unhelpful. Telling the customer you are unable to help or asking for their contact details to call back later are also not appropriate responses in this situation. The best approach is to patiently listen to the customer's complaint in its entirety, then work with them to identify and implement the most suitable solution.

Correct Answer: Patiently listen, then clarify and confirm their issue using correct terminology.

The best approach is to patiently listen to the customer's description of the hardware issue, even if they are using incorrect technical terms. After listening, you should clarify the problem using the correct terminology to ensure you have accurately understood the issue. This shows the customer that you were listening attentively and helps to confirm the specific problem they are experiencing. The other options of correcting their terminology without addressing the issue, belittling the customer, or offering random solutions without clarifying the problem do not demonstrate effective active listening or customer service skills.

Correct Answer: Politely ask the client to repeat themselves or adjust their audio settings.

Politely asking the client to repeat themselves or adjust their audio settings is the best active listening action. This shows respect for the client, acknowledges the audio issue, and works towards finding a solution to improve communication. Pretending to understand, providing random solutions, or abruptly ending the call are not effective or professional ways to handle the situation. Trying to interpret the issue despite poor audio quality could lead to misunderstandings and incorrect solutions.