Stage 3 - Listening To the Issue and Paraphrasing It

This is the most important stage of the call. The agent should listen very carefully to the problem. He should note down all key points mentioned by the customer. Without understanding what the problem is, an agent will not be able to troubleshoot.
After listening to the issue, you need to make sure you have understood the customer clearly. For this, you paraphrase the information given by the customer. You pick up the key points mentioned by the customer and rephrase the problem back to him. Not only does this ensure that you have understood the problem right, but it also gives confidence to the customer that you have listened and understood him right. This is especially significant when there is an accent issue and both the customer and agent find it difficult to understand each other.
* Task 1 - Listening To the Problem

* Task 2 - Taking control (accountability)

* Task 3 - Paraphrasing

Script

* Task 1 - I will definitely help you sort out the issue.

* Task 2 - I understand you want to install a wireless card in your laptop.