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ABC Soap Board -> Everything Off topic -> How To Mind Control Service Reps.... With Brandon's Retort Why This Won't Work
Post Info TOPIC: How To Mind Control Service Reps.... With Brandon's Retort Why This Won't Work
everbran


GTA Revived The Radio Star

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Posts: 3752
Date: Apr 11, 2008
How To Mind Control Service Reps.... With Brandon's Retort Why This Won't Work
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http://consumerist.com/341815/how-to-mind-control-customer-service-reps



Soooooo, while some of this is good, like outlining your issue, knowing at this how you THINK the issue should go is fine but demanding a supervisor without explaining anything is completely asinine. Those customers that do call into my work and ask for the supervisor are the most ignore of their own issues and generally only add to tense situation because X, Y, Z aren't working for them.


While these people on this blog are training people to demand, we've been trained to defuse and sorry defusing works way better. I've never understood people who call in once, ask for a supervisor and freak out when people don't immediately give them the supervisor.


Just a note, supervisors tend to be far less availible and often times far less knowledgeable on current issues of whatever product, etc. If you are getting a bad situation, call back and get someone else. If you keep getting the same person who sucks, then yeah wait until later but not an hour, try 4 hours or the next day at a different time. One hour is NOT going to make a difference and a shift change isn't going to ensure a change of attitude about not escalating to a supervisor. Tier 1s are trained to not escalate when unnecessary. Not that we won't, but we're not going to just because you say we should.

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TinaLord68


The Smiling T.L. Fan

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Posts: 4355
Date: Apr 11, 2008
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a trick we used to pull when I was in HR customer service, is to transfer to the girl sitting right next to you, and she would say, "yes this is a supervisor"

all of a sudden the person on the other end was all polite and nice!!! biggrin.gif



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jessicad52178


Jessica Almighty

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Posts: 3602
Date: Apr 14, 2008
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Yeah demanding a sup right off is never good. I have however, noticed, that when I'm really ticked and call in and after asking how they could help if I say, "I don't know I think I might need a supervisor" but do so in a nice way, it gets attention right off. Then of course you tell the rep what's up because no manager is going to take a call unless they know what's gong on. They also have to verify the account etc...

Demanding a sup from the word go makes everyone involved very upset. Usually if a rep talks to their supervisor and gets the ok it doesn't have to go that far. Managers can be real asses when someone pushes too hard.

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