What is the purpose of signposting during a call?

The purpose of signposting during a call is to inform the customer about what is happening throughout the conversation. This technique helps to manage the customer's expectations by clearly outlining the steps of the discussion, what will happen next, and how long the process may take. It creates a structured experience, allowing the customer to follow along easily and understand the flow of information. This clarity can enhance customer satisfaction, as it reduces confusion and keeps the customer engaged and informed about the service being provided.

While other options may serve various functions during a customer service interaction, they do not specifically address the role of signposting. For example, asking for customer feedback focuses on collecting opinions rather than guiding them through the process. Finalizing the call pertains to closing the interaction rather than ongoing communication. Referring to another department is a specific action that may occur but does not encompass the broader intent of keeping the customer informed throughout the call.