As a call center agent you have a script that you must read to customers
from a computer. A customer calls with an issue but your computer screen
is freezing and moving very slowly making it difficult for you to address the
issue as scripted.
Most
Least
Most: The most important thing to do in this situation is to stay calm and professional. It is crucial to maintain a positive attitude and provide excellent customer service, even if you are experiencing technical difficulties. Apologize and explain the situation to the customer, letting them know that you are facing technical issues and might not be able to access the computer screen or the script properly. Assure the customer that you will do your best to address their issue and find a solution, even without the script.
Least: Do not ignore the customer's issue or frustrate them further by expressing your frustration with the computer or the slow performance. Avoid blaming the technical difficulties for any lapses in service or assistance. Instead, focus on actively listening to the customer, trying to understand their problem, and offering alternative solutions or resources based on your knowledge and experience. Do not make promises or commitments that you cannot fulfill due to the technical issues, and always communicate honestly and transparently with the customer about the situation.