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quite often they'd just be transferred to another agent who would pretend to be a manager
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And it's those sort of tactics that really **** customers off - your compeny must have done something really bad to them for them to demand a manager in the first instance and then to lie to them.
I've had that happen to me before and I've gone ape when I've found out and I've even writen to the MD of the company telling them how unacceptable it is (I'm looking at you Canon - well your contractors).
Indeed, when you think that the customer will probably never use your company again if that's the way you deal with them (Canon were pretty good when they found out their contractors were doing this and threw about £350 worth of goods at me to say sorry - so I would buy from them again
).