Which technique is best utilized when a customer seems confused?

When a customer appears confused, restating the issue for clarity is the most effective technique. This approach demonstrates active listening and ensures that the representative fully understands the customer's concerns before providing a solution. By paraphrasing or summarizing what the customer has expressed, the representative allows the customer to confirm, correct, or elaborate on the details. This not only helps clarify any misunderstandings but also builds rapport and reassures the customer that their issue is being taken seriously.

In contrast, ending the call quickly can leave the customer feeling dismissed and unresolved. Encouraging them to elaborate, while it can be somewhat beneficial, may lead to further confusion if there aren’t clear points to guide the conversation. Providing a complex solution, on the other hand, could further overwhelm the customer if they are already struggling to understand the situation, not facilitating their clarity or comprehension. Restating the issue directly addresses the confusion and paves the way for a more productive conversation.