A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?

A.
The technician should have asked the customer to slowdown and allow for a response to a few of the matters brought up in discussion.

B.
The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.

C.
The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.

D.
The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.