This was a call from the telephone network provider. I had requested a call as I have been facing an issue with the network and the connectivity. The customer service representative who greeted me for the day was Paul. He explained the reason for the call and that he wanted to understand more about the problem I am facing. While I was trying to elaborate my problem statement, Paul would interrupt me and ask a more pointed question. I felt $|$ was not able to explain myself well though I did answer all his questions to his satisfaction. Paul ended the conversation by assuring me that the problem will be solved.

a$.$ What was the CSR $($Customer Service Representative$)$ doing right?

i$.$ Asking pointed questions

ii$.$ Interrupting the customer when he is explaining

b$.$ What was the CSR doing wrong?

i$.$ Asking pointed questions

ii$.$ Interrupling the customer when he is explaining

c$.$ How should the CSR change to beller the experience of the Customer? Choose a few steps to develop

i$.$ Wait for the customer to finish his answer

ii Empathise with the customer

iii. Build a rapport with sorne small talk

iv$.$ Ask the one question you want the answer for and disconnecl

$v$ Assure the customer a solution will be arrived at

vi$.$ Let the customer know that there will be a few more people who will call to verify the request