Question

You are on a call with a customer that has lasted much longer than most calls. Every time you answer the customer's question, they keep thinking of new questions to ask. You suspect the customer is simply lonely and wants somebody to talk to. What should you do?

1) Continue answering the customer's questions patiently.
2) Politely end the call and suggest the customer to reach out again if they have any more questions.
3) Transfer the call to a colleague who can assist the customer further.
4) Ask the customer if they would like to talk about something other than the topic at hand.

Answer 1

Handle a prolonged customer service call by continuing to provide patient answers, suggesting they reach out with further questions, providing contact information for follow-up, and gently concluding the call when appropriate.

Step-by-step explanation:

When on a call with a customer that continues to extend by asking additional questions, it's important to manage the situation professionally. If you suspect the customer may be seeking interaction more than support, you could take a multi-step approach to ensure both your customer's needs and your own professional boundaries are respected:

1. Continue answering the customer's questions patiently, as offering exceptional customer service is key.
2. Once you've addressed all of their questions, politely suggest that they may reach out again if they have any further questions.
3. If the call still continues without clear purpose, considering gently transitioning the conversation to a conclusion, highlighting that you value their time and providing your contact information so they can follow up as needed.

If the customer insists on more conversation not related to the service or product, it is appropriate to explain gently that your role is to address their service needs and that, while you appreciate the conversation, you must ensure availability to assist other customers as well. At every step, ensure that you choose your words carefully and remain respectful and professional.