on 19-09-2015 13h11
Call centre cheat sheets.
http://www.callcentrehelper.com/positive-words-to-increase-customer-satisfaction-78084.htm
on 19-09-2015 20h50
What happened to "it will be fixed in the next 48 hours" - which roughly translates to "I have no idea how to fix the problem. So go away, and then I can talk to the next customer".
on 19-09-2015 22h14
Some of the other links on the site give an insight into how these centres operate, smoke and mirrors seems appropriate.
