Question about that one harsh performance review that actually stuck with me

Back in March my manager at the call center in Tulsa told me I interrupt customers too fast and it made them feel rushed, not helped. I thought I was being efficient but she showed me call recordings where I cut people off after 20 seconds, so I started pausing and letting them finish even if it takes a minute. Now my average handle time went UP but my customer satisfaction scores went from 71% to 89%, so is being liked worth losing that speed bonus they pay for?

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