Question: As a call center agent you have a script that you must read to customers from a computer. A customer calls with an issue but

As a call center agent you have a script that you must read to customers from a computer. A customer calls with an issue but your computer screen is freezing and moving very slowly making it difficult for you to address the issue as scripted.

Please choose the most and least effective answers

StatementMostLeast

Put the customer on hold until the script loads

Apologize and tell the customer that your system is running slowly; ask her to call back

Take the call with a slow-moving script although the call will have pauses

Ask the customer more questions to allow the screen to unfreeze

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