Final answer:
Active listening and being resourceful are essential when helping a customer over the phone.
Step-by-step explanation:
When assisting a customer over the phone, it is essential to demonstrate active listening and a willingness to help. Allowing the customer to ask the first question does show that you are ready to listen, but it's equally important to use the conversation to build rapport and provide professional assistance. Begin by greeting the customer warmly and indicating your readiness to assist.
As you engage with the customer, be sure to:
Listen actively to their concerns or questions.
Provide clear and resourceful responses to their queries.
Ask clarifying questions when necessary to better understand their needs.
Remain professional and polite throughout the interaction.
Express empathy towards their situation and any issues they may be facing.
By participating actively in the conversation and demonstrating your expertise when relevant, you can enhance customer satisfaction and maintain a positive working relationship. Remember to speak slowly and clearly to avoid miscommunication. If a conflict arises, focus on problem-solving respectfully, always aiming to resolve the customer's issue effectively.