After this activity you will be able to do the following

• Repeat call details to the caller to confirm understanding
  Answer caller enquiries promptly, or transfer caller to the appropriate location/person

I understand that this is your problem : ..... (repeat problem).... Is this correct?

If the client acknowleges this to be correct, go to the next step and record the problem, otherwise, repeat the previous step, and ask again to define the problem.

If you cannot help this person, connect him/her to the person who CAN help. Inform the client that he/she is bein transfered.