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
Take the call with a slow-moving script although the call will have pauses
Put the customer on hold until the script loads
Apologize and tell the customer that your system is running slowly; ask her to call back
Ask the customer more questions to allow the screen to unfreeze
1. Most: Take the call with a slow-moving script although the call will have pauses
In this situation, the best course of action would be to continue addressing the customer's issue even with the slow-moving script. Apologize to the customer for any pauses that may be necessary due to the system's sluggishness. Let them know that you are doing your best to assist them, despite the technical difficulties.
2. Put the customer on hold until the script loads
While it may seem tempting to put the customer on hold until the script loads, it is generally not recommended. Leaving the customer waiting on hold for an extended period could lead to frustration and dissatisfaction. It is better to try and address their issue to the best of your knowledge rather than leaving them hanging.
3. Apologize and tell the customer that your system is running slowly; ask her to call back
This option should be avoided if possible, as it does not provide an immediate resolution for the customer. Asking them to call back may lead to further inconvenience and frustration. It's better to attempt to assist them despite the system's slowdown.
4. Least: Ask the customer more questions to allow the screen to unfreeze
While asking the customer more questions to allow the screen to unfreeze might seem like a possible solution, it is not an ideal method for resolving the issue. This could confuse or frustrate the customer, as it would appear that you are diverting the conversation away from their initial concern. It's best to address the issue as efficiently as possible and mention the technical difficulties if necessary.