Quote:
Originally Posted by yorkshireborn
most call centre personnel have a target set on how many calls should be answered in a set time so the last they want is a heated debate or an stubborn customer.
|
We have call time targets which we can balance over a month so we can hit them.
And as for a heated debate we should be professional enough to diffuse the situation as I did on a call earlier in the week which earned me kudos as the customer called back to a higher level manager to thank me for fixing their issue.
If a customer refuses point blank to run diagnostics because perceive they have a fault which we can see by our tools they do not, then all we can do is transfer them either to a manager or another relevant department such as Customer Relations with full notes on the account.