Quote:
Originally Posted by Shaun
You and your manager should ask yourselves why the customer is so upset - they don't tend to just pick up the phone and shout for no reason.
|
yes i agree someone isnt going to be so upset without a reason, but if the customer wont tell the CS agent what the problem is, as they are demanding to speak to a manager then there isnt anything you can do,
the main reason a manager wont take a call without knowing what the reason is 99% of the time the agent can deal with it, i take a lot of calls a day and quite a few of those start the call with i want to speak to your manager, most people are fairly reasonable and once you have found out what the problem is, sorted it etc as you said give my name extention number they are happy, i rarely have to escalate a call, but many customers feel that speaking to a supervisor will get the problem sorted quicker.
but if a customer wont give you any information after all reasonable efforts to talk to the customer. what do you do? pass the call to a colleague, (generally it would be someone that has been there for a long time and would know as much as a manager anyway) and say they are a supervisor and get the problem sorted. or the only other option would be to release the call, you cant help they dont want you to help and you cant transfer the call to an actual manager.
also from a previous post, why should a customer be allowed to shout at anyone when they call a company? does it get your problem sorted quicker if you shout at someone? yes your probably frustrated and upset but that doesnt give you the right to shout at anyone.
if i were to call you up and scream and shout down the phone, i'd bet you wouldnt be too pleased about it, yet it seems ok to do it to someone that is employed to help you because they are working for a company that has ballsed up your bill/installation etc