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Posts Tagged ‘handling’

Striking the Balance

May 5th, 2015

We’ve all been there; you’re about to rush out of the front door when the phone suddenly rings. Perhaps you even look down at the mobile in your hand? But no, for once it’s your house phone that’s ringing; meaning that you can’t even take the call on the run, well you could, but you wouldn’t get very far!

Once you’ve located the phone, cursing all the while about the fact that landlines are now portable and can be hidden down the side of the sofa, you answer it; only to be greeted with an overtly cheerful, perhaps slightly over familiar contact centre agent, keen to engage you in a long, drawn-out exchange, which will continue for several minutes before they even state the actual purpose of the call.

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