Question

You're temporarily filling in on phone support when a caller tells you that he is sick and tired of being bounced from one hold queue to another. He wants his problem fixed, and he wants it fixed now. What should you do?

A. Inform him up front that you are only filling in temporarily and won't be of much help.
B. Transfer him to another technician who handles phone calls more often.
C. Try to solve his problem without putting him on hold or transferring him elsewhere.
D. Suggest that he call back at another time when you are not there.

Answer 1

The best action is to try to solve the caller's problem immediately, provide personal contact information for follow-up, and offer solutions based on your expertise.

Step-by-step explanation:

When a caller expresses frustration about being bounced from one hold queue to another, the best course of action is to try to solve their problem without further delays. Rather than informing the caller of your temporary status or transferring them again, which would likely exacerbate their frustration, or suggesting they call back at a later time, take the initiative to address their concerns directly.

Provide your contact information after the call as a gesture of good will, showing that you are committed to helping them resolve their issue. If the problem falls within your area of expertise and you can offer a better solution, do so tactfully and ensure that you follow up as needed.