In your monthly department meeting you open the floor to questions. One of your new advisors, Casey, says that there are several customers that really frustrate her. “For example,” she says, “When Mr. Frederickson comes in for service he tends to always ramble on and on. Every time I ask him a question, he starts his story all over again just like a broken record. It is almost like he has rehearsed this speech before he came in and does not know how to say it any other way. What do I do?”

You decide Based on the principles that we have learned about questioning techniques what would be your advice to Casey and your other employees about how to deal with this type of difficult situations?