Question

In which situations is it a good idea to ask the customer to talk to you on the phone instead of chatting or texting with you?

1) when your company doesn't sell what the customer is trying to purchase
2) when the customer is not able to follow the directions you're giving
3) when the customer's poor writing skills keep you from understanding or helping
4) when you don't want a written record of the conversation
5) when you have to tell the customer no

Answer 1

"It is a good idea to ask the customer to talk on the phone instead of chatting or texting in several situations. This includes when your company doesn't sell what the customer is trying to purchase, when the customer is unable to follow instructions, when the customer's poor writing skills hinder communication, when you don't want a written record, and when you have to deliver negative news."

Step-by-step explanation:

There are several situations in which it is a good idea to ask the customer to talk to you on the phone instead of chatting or texting.

1. When your company doesn't sell what the customer is trying to purchase: Speaking to the customer on the phone can help clarify any confusion and provide alternative solutions.
2. When the customer is not able to follow the directions you're giving: Verbal communication allows for real-time clarification and guidance.
3. When the customer's poor writing skills keep you from understanding or helping: By talking on the phone, you can better understand the customer's needs and provide appropriate assistance.
4. When you don't want a written record of the conversation: Some discussions may be more sensitive or confidential, and having a phone conversation eliminates the risk of a written record.
5. When you have to tell the customer no: Delivering such news over the phone allows for a more personal connection and can help soften the impact.