Huh. When a customer asks to talk to a supervisor he/she's just switched to another agent?
I've had good luck talking to supervisors who have the authority to go beyond basic "policy" to give me a better offer than the first agent I talked to. Or the supervisor will transfer me to someone in a different department who can help me. I guess it all depends on the individual company.
C
At least at my call center escalations go to fellow agents with roughly the same info and knowledge just better scores on customer handling skills. That's an FYI.
~KLM
\\ "Antisocial behavior is a trait of intelligence in a world full of conformists" ~Nikola Tesla //
> On Jun 10, 2015, at 11:59 AM, Devitt devittad@comcast.net [iPad] <iPad@yahoogroups.com> wrote:
>
> I've found asking to talk to a supervisor or manager can help getting a good resolution to a problem the first person can't address adequately. Often the first service person doesn't have the knowledge or authority to give you what you want. Move up the chain when necessary. If you
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Posted by: Devitt <devittad@comcast.net>
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