horlarlorwor:

Please lekpa boy, how do u want the agent to do in that unexpected call. if the agent apparently abuse or disconnect the call, you as an observant, what will u say. The agent contain the anger and yet he proffer the answer. however in terms of active listening he didn't do well. that is just my view.

kindly read about moments of mystery, moments of magic and moments of truth. The agent prolly was new on the job and didn't have the requisite skills to handle the call. In that situation he would've said after realizing that he was a genuine complainant apologised an found a way to make the customer happy after all. The customer is king no matter the gibberish he utters and your job is the massage the ego of your customer. As a professional he ought to have done better.