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Auto Pilot Mode
Make sure your agents check they are able to deal with a call before taking down too much information. For example, when we called a major ISP with a question regarding local internet access in the US, despite explaining the query the agent went into an ‘auto pilot mode’ and said he needed to take some details before he could help. He then took our name, address details, etc. After this he asked what the query was again, paused for a second then said ‘I can’t help you’! I signed up with another ISP after all that trouble.