You know those moments when a caller says they have ‘just one quick question’ and you realize 30 minutes later they were just warming up? I had a lady call in last week about her bill, and she ended up asking about everything from her router settings to whether we had a cat-friendly service plan. I really appreciated her persistence, but wow, it’s always an adventure.
Totally get that! Once had a call about a bill, and we ended up discussing her cat’s dietary needs — talk about wandering off course! I find it helps to gently steer them back with a quick recap of their initial question.
I can relate! It’s always a balance between helping them out and gently steering back to their main concern. I’ve found a quick recap of their original question can refocus the chat, like @wright70 mentioned. Have you tried that approach?