What is the best way to utilize silent time after asking a customer to reboot their computer?

Utilizing silent time effectively after asking a customer to reboot their computer is important for maintaining a productive call and providing excellent customer service. Reviewing the call history during this time allows the representative to gather crucial information related to the customer’s past interactions, issues, and resolutions. This preparation can lead to a more informed and effective discussion once the customer returns to the call.

By understanding the customer’s history, the representative is better equipped to address any lingering concerns or additional issues that may arise during the call. This approach demonstrates a commitment to the customer's experience and can help build rapport, ultimately leading to improved customer satisfaction and quicker resolution times.

Engaging in conversations with nearby team members, putting the call on hold, or logging out of the system are less effective uses of this time. These actions can waste valuable opportunities to enhance knowledge about the customer’s situation or disrupt the flow of the customer service process.