What are the most important aspects that should be kept in mind when speaking to a customer
over the telephone?

A.
Always remain in control of the conversation and gather all relevant information from the
customer.

B.
Keep the customer on the line while addressing the problem.

C.
Ask the customer to explain the problem in detail and record the whole conversation.

D.
Allow the customer to direct the conversation and record only the details that you deem
relevant.