What action should be avoided when helping a customer on the phone?

Requesting that the customer repeat documented information can hinder effective communication and may lead to frustration. While it is sometimes necessary to verify information for accuracy, doing so repeatedly can make the customer feel their time is being wasted or that their concerns are not being taken seriously.

In contrast, asking clarifying questions helps to ensure you fully understand the customer’s issue, and offering solutions promptly can demonstrate that you are attentive and eager to help. Active listening is crucial as it shows empathy and respect for the customer's concerns, fostering a more positive interaction. The focus should be on creating a smooth and supportive experience for the customer, which repetitive requests for information can disrupt.