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what to do during an awkward silence with customer over the telephone?

Im going for a job interview at Saga insurance, which i have gone for before but was unsuccessful. I have ideas of where i went wrong and some questions i struggled on may come up again. 1)Systems are running slow and an awkward silence appears with a customer, what do you do? 2) You are speaking to a customer on phone and you can quite understand their accent, what do you say? These are 2 of the questions i was struggling on. Please any help out their? The job role is customer service agent at a call center. Any other advice or tips would be amazing. thanks allot.

Asked By: - 1/28/2013
Best Answer - Chosen by Asker
On number 2 I think if you said something like, please excuse me but my ears were temporally damaged on a recent flight back from Majorca and my hearing is somewhat impaired, so if I have to ask you to repeat yourself please don't be offended, it is my fault and not yours. I am unclear exactly what you mean by ''... More
Answered By: Joanna - 1/28/2013
Additional Answers (2)
I used to work in a call centre and found that the best thing to do when in doubt is just to blow a really long, loud, fruity raspberry and then cut the caller off.
Answered By: dan - 1/28/2013
 
for the akward silence say " could you just bere with me a minute our systems are running and tad slow for the accent say" Could you repeat that a coulnt quite under stand you" i hope i helped and lemme no how the job turned out =D
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Answered By: Jo - 1/28/2013
 
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