andy
Administrator
Age / Gender: 35 / Male
Joined: Nov 10, 2005 1:18:02 pm
If I had to grade this call, there's a couple of things I would say about the CCR.
*Note: I'm just giving key points.
1.) Not offering the help at the start of call
While the customer may be mad at the start, explain that he would be more than happy to help at the very beginning usually helps calm people down.
2.) Offering the send to supervisor without the customer requesting it.
If the customer doesn't request a supervisor, you should never offer it because it can make it appear like you don't know what you are doing and also make it appear like you don't care.
3.) Sounding Scripted
Seriously self-explanatory
But at the end of the call, it really does sound like the customer was faking everything and just wanted attention.
[Edited By: andy, Sep 16, 2013 9:09:19 pm]
