Tell me about a time that you were confused by a customer’s request. What steps did you take to clarify things?

On the onset of the call, the customer is narrating her experience with the company, normally bad experience, when all she wants is to pay her bills. And to answer the question, there is only one for me and that is to Probe and you should have a good probing skills. If you are working on Technical Support you should be very good at it. 

Hi, I was confused once when i was in insurance sector , with a customer query of claims. i contacted the Head Office , got in touch with the concerned person through multiple phone calls and got the customer query resolved.

1. Ask the customer about his need ?

2. Give the customer an idea all over our Services/Products .

3. Offer & give the customer more choices .

4. Assist the customer in order to choose the suitable Service/Product .

5. Clarify our Service/Product features & advantages .

6. Thank the customer for visiting us & invite him to visit our place again .