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A customer calls because her internet isn't working.
A customer calls because her internet isn't working.CUSTOMER: Someone needs to come fix my internet immediately! I need it to be able to work from home!
REPRESENTATIVE: Please calm down, ma'am An immediate fix isn't really possible. There an outage in your area, so you'll just have to wait until it comes back on.
What, if anything, should the representative have said instead?
The representative should have expressed empathy and provided helpful information regarding the internet outage, including offering solutions and mentioning compensation as required by the FCC for extended outages.When a customer is experiencing an internet outage and is upset, the representative needs to handle the situation with empathy and professionalism. Instead of simply telling the customer that an immediate fix wasn't possible due to the outage, the representative should have acknowledged the customer's frustration and explained the situation more thoughtfully. For instance, the representative could have said: "I understand your concern and the importance of having a reliable internet connection, especially when you need to work from home. I'm truly sorry for the inconvenience this has caused you. Currently, there is an outage in your area, but rest assured, we are working diligently to resolve it as quickly as possible. In the meantime, I can look into alternative solutions for you, such as providing information on public Wi-Fi locations or discussing how we can compensate for the service disruption, following the FCC's policy of providing a credit after any outage lasting longer than one minute." This approach demonstrates empathy, provides valuable information, and offers a potential solution while adhering to the company's policies on outages and customer service....