“Please hold the line. A customer service rep will be with you in a moment. Thank you for your patience.”
And there it starts.
This is Minute Zero, and the clock is now ticking for the agent who’s about to start working on this customer’s issue. There’s a lot riding on your ability to make your customers happy, so you want your agents to have the customer’s support needs under control from the get-go. But as you’ve probably noticed, everything doesn’t always go according to plan. Whether it’s an internal communications lag, a customer who’s not being specific, or just a truly oddball question, obstacles are going to come up that the agent can’t control.