A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle this call?
- Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.
- Refer the angry customer to a supervisor.
- Ignore the request for the specific technician by walking through a step-by-step process with the customer in an attempt to refocus the customer and solve the problem.
- Advise the customer that the requested technician is out of the office and insist on trying to resolve the problem.
Answers Explanation & Hints: If a customer wants to talk to a specific technician, try to contact that technician and see if the technician can take the call. If the technician is not available, try to make an effort to help the customer and tell the customer that the favorite technician will contact the customer later if the customer prefers to wait.