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Customer service procedure following a computer outage

What actions should a CSR take if the computer crashes during a customer call? In this expert tip, Lori Bocklund offers suggestions for following call center procedure.

How would you handle this scenario: While on a customer call, your computer crashes and you are unable to complete the request. What would you say and do in this situation?
There are a number of ways to deal with this situation. Ideally, each call center has processes and procedures defined as to how to handle these types of situations, so that each customer service representative (CSR) follows the same guidelines. For example, some call centers have a means to take information manually and complete the contact after the computer is back up. Some will ask the customer to hold, or explain the situation and offer the customer the option of waiting. Others will transfer the call to another available rep or back into queue.

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