Quote:
Originally Posted by andy_m
Martin Lewis is about saving money and advises you to speak to the person most likely to be able to authorise discounts etc. This is different.
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He tells people to bypass the agent and insist on speaking to a manager and many agents can deal with the issues people call in with and escalate correctly if required.
Many companies will not talk to you unless you follow their processes such as trying to come to resolution with the First Point of Contact which in most cases improves the customer experience.
Plus even if you get to speak to a
"manager" how do you know that is their actual job because in many cases it will just be a more experienced agent, remember you are on the other end of the phone.
You would be surprised how much leeway companies give agents with regards discounts and gestures of goodwill, do not believe the hype from the likes of Martin Lewis.