Quote:
Originally Posted by lostandconfused
you do have the right to speak to a sueprvisor, the point i was trying to make was that you have to let the CSA try and deal with the issue first before asking / insisting on speaking to a supervisor as they wont be able to put you through.
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The reason for my asking for a manager/supervisor may have no bearing on giving the csa the opportunity to resolve a problem, it may well be that the csa had previously told me a problem would be resolved, but experience post csa has shown them not to have done their job, now given that scenario they either get a manager/supervisor off their backside or they transfer me to retentions? point taken?
---------- Post added at 12:34 ---------- Previous post was at 12:32 ----------
Quote:
Originally Posted by nffc
Yeah... if everyone did that, in most call centres there would be more supervisors than normal call agents.
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And maybe if NTL got their act together there would be no need to ask for a manager/supervisor?
---------- Post added at 12:35 ---------- Previous post was at 12:34 ----------
Quote:
Originally Posted by KaySquirrel
At a few call centres I've worked at, when a client was flat-out refusing to give any details and just demanding a supervisor, quite often they'd just be transferred to another agent who would pretend to be a manager to get details of the issue, and then (if necessary), would escalate to "the 3rd level manager", as we were not permitted to escalate issues without trying to assist/getting more information about the problem. I remember those methods when have to call customer service/tech support departments. I'd rather take a few moments to explain something than speak to a pretend manager!  |
Oh I understand now!
So next time I have an issue I will just call retentions!