A talkative customer can result in extended call times. What is the best practice for disengaging from a customer?

Recapping the customer’s actions is an effective way to disengage from a talkative customer because it demonstrates to the customer that you have been listening and valuing what they have shared. By summarizing the key points of the conversation, you acknowledge their feelings or concerns and create a natural transition to conclude the call. This technique emphasizes that their input has been noted, which can make them feel appreciated, and it paves the way for a smooth closure without causing any abruptness that might be perceived as rude.

The other options do not facilitate a polite disengagement. Changing the subject abruptly can come across as dismissive and might frustrate the customer rather than encourage them to wrap up the conversation. Asking if they need anything else could extend the conversation further, inviting additional dialogue rather than concluding it. Putting the customer on hold temporarily can lead to impatience and dissatisfaction, as they may feel ignored or that their time is being wasted. Using the recap strategy leverages active listening while smoothly guiding the discussion towards an end.