"Because every phone call is constantly being graded and monitored by the 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."
"My brother died of COVID four years ago. When we flew to the memorial service, his wife's sibling slipped us the box of ashes. She said the widow was too distraught to deal with it. We were so shocked we just put them in our trunk. Those ashes came back with us on the flight and have been sitting on a bookshelf on our porch all this time."
A call center practice recommends asking 'can you repeat that, please?' as an alert phrase when callers cannot understand customer service representatives. Callers can also state that the call is being rated for quality and request to speak to a supervisor to prompt escalation and release the representative. Releasing the representative allows them to relay, relate, respond and release efficiently and with kindness. A restaurant service perspective notes that all parties share the goal of a successful interaction. A bereaved family reports ashes from a brother who died of COVID have been stored on a porch bookshelf for years, raising questions about when to address disposition with adult children.
Read at www.mercurynews.com
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