Post by shiyabul on Aug 21, 2024 3:33:30 GMT
The agent informed the caller about the reason for the denial and how to fix it, and the caller burst out with racial slurs, one after the other. When the caller took a pause, the agent calmly told the caller that due to the inappropriate language, she would be disconnecting the call, provided the call center’s hours of operation, and then disconnected.
Our call center has a zero-tolerance policy for such behavior, but I wanted https://lastdatabase.com/ to follow up with the agent. She said that she understood that the caller didn’t like the response and then chose to react inappropriately. The agent decided not to take it personally, but she was not prepared to be insulted for doing her job and doing it right.
The agent said she remembered, “Stop and Think.” She also had it as a sticky note on her monitor. She said that it reminds her that we can’t choose the situation we’re in, but we can choose how we react to it and determine if we respond in the same manner, would it make the situation better or worse? I found that note quite moving and decided to pin it up at every agent’s desk when we were in the office, as I believed that other agents could benefit from her wisdom.
Our call center has a zero-tolerance policy for such behavior, but I wanted https://lastdatabase.com/ to follow up with the agent. She said that she understood that the caller didn’t like the response and then chose to react inappropriately. The agent decided not to take it personally, but she was not prepared to be insulted for doing her job and doing it right.
The agent said she remembered, “Stop and Think.” She also had it as a sticky note on her monitor. She said that it reminds her that we can’t choose the situation we’re in, but we can choose how we react to it and determine if we respond in the same manner, would it make the situation better or worse? I found that note quite moving and decided to pin it up at every agent’s desk when we were in the office, as I believed that other agents could benefit from her wisdom.