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Replying to:  what do u think I should do? by underpaidshabbydog   Jul 17, 2005, 11:09 PM

Re: what do u think I should do?

by knowledge    Jul 18, 2005, 2:26 PM

One thing that would work would be for you to used MUTE instated of HOLD so this won't happen again.

Just aske the customer if they mind, here- "Would you mind if i place you on a silent hold while i look into that for you?" This allows you to still look up info, make changes & ect, while still being able to hear the customer. this is a way to make sure that it never happens again.

But, for the 0 on the monitor i know how you feel, quality was on their high horse when they gave me a monitor last week - i was fail because i called a cust by the first name with out asking for permission, like really it's his name.

I would have signed or initaled the monitor when they gave it back to me, because once you do your sorta agreeing to what happened on the call. ot just give that person feedback VIA your TL, go to your SMO, or HR about the issue - there are other ways to deal with issue w/o going through your TL.

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