Which technique is best utilized when a customer seems confused?

When a customer appears confused, restating the issue for clarity is an effective technique because it helps confirm understanding and ensures that all parties are on the same page regarding the problem at hand. By paraphrasing or summarizing what the customer has explained, the service representative demonstrates active listening and can address any miscommunication. This also allows the customer to clarify any points of confusion right away, fostering a more productive conversation.

Encouraging the customer to elaborate can be helpful, but it may not directly clarify the confusion if they are already struggling to articulate their issues. Ending the call quickly would likely exacerbate the customer's confusion and lead to dissatisfaction, as it fails to resolve their concerns. Providing a complex solution may overwhelm the customer further, especially if they are already confused, leading to more frustration rather than resolution. Therefore, restating the issue effectively brings focus to the conversation and promotes mutual understanding, making it the best choice in this scenario.