Some customers think that the only way to get anything done is to escalate to a supervisor. "Let me talk to your manager," they say.
I pride myself on my ability to avoid escalations. If you want to avoid them too, try this: ask the customer, "Before I transfer your call to my supervisor, is there something I can help you with?"
Meanwhile, quickly scan the customer's account for clues, and quickly read the notes, to see if you can guess why they want to talk with a supervisor.
Bingo! "Ah, I see that your account has just been credited for $23." They might mutter, "That's all I was calling about," mumble their thanks, and hang up.
Then you can finish doing your nails.
» Fake escalations from CallCenterScript
One kind of call center escalation, perhaps more difficult than ones involving obvious customer issues, happens when the customer was treated appropriately and didn't like it. When the customer is legally responsible for the charges on their bill, ... [Read More]
Tracked on: July 5, 2007 2:29 PM | Permalink to Trackback