Dear Eric: This is in response to “ Need Help ”, who encountered trouble understanding customer service reps.

I worked in a call center, international department until my retirement. Because every phone call is constantly being graded and monitored by “quality control department” callers can get better results for themselves and for the representative by asking “can you repeat that, please?” – this is an alert phrase.

You can also say “because this call is being rated for your quality of service, I want you to know, you are doing well. But I need to speak to your supervisor to resolve this.”

What does this do? It releases the CSR from the call allowing them to be the best they can be. Customer Service Rep goals are to “Relay, relate, respond and release” as efficiently as possible wi

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