supervisors
i am hoping that there is customers reading this. I just got a call, i do my line and when i asked for customer wireless number i get " give me your supervisor, sympathizing and reassuring i adv cust that i would do what i can to help her out and if i was unable to i would get her my sup. She claims to have spoken to 5 different reps within 30 min ( view log showed 1 rep in there all day)
i adv customer that i am well enough trained to help her out, also adv cust even before a customer can talk to a supervisor a customer care rep has to at least VID the account andtry helping out as 90% of esc dont need to be
number 1 supervisors are not superman yes they do have more authority than care reps but if a rep tells you "no crdt" and you esc...
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i adv customer that i am well enough trained to help her out, also adv cust even before a customer can talk to a supervisor a customer care rep has to at least VID the account andtry helping out as 90% of esc dont need to be
number 1 supervisors are not superman yes they do have more authority than care reps but if a rep tells you "no crdt" and you esc...
(continues)
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Did the customer actually give you the info or proceed to escalate? What was the actual issue?
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yea she tried escalating but didnbt work. she wanted to escalate because she had roam min on her bill and she was told she has "nation wide long distance" that is how she told it to me so i was like do you have " nation wide lng distance" or " nationwide roaming" and than she was like, well i didnt know. pulled up a previous invoice and adv her yes she did know becaue she had roam before, i adv her that customer care reps can help out u jsut have to give them a chance. she finally verefied account with me
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🙂 people are sp stupid when it comes to there bills do you reallt think yelling a customer care rep will help!!! If you have a vrian wich most of you dont!!! when you are yelling no one wants to help and one hint stop saying your going to sue becasue you di agree to the terms of your contract so any lawer or whatever is going to tell you that your a moron and try to get money out of so stup up stop using your phone and pay your bills
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I also love the ones that say they're going to make a complaint to the FCC...I got one of those today because the sales people apparently didn't adv them fully that when they went from their two 19.99 plans to their 1500 FT plan in the middle of their cycle and added a new line that they would have a bill with prorations.
The way I always handle "immeadiate escalators" is to adopt an extremely worried tone, and say: "I can definitely get a supervisor for you what's the problem?" No pause in there, one quick breath. It's all about the tone. If that doesn't work, use the line previously mentioned, jist being my supervisor won't take the call from me without being told what's going on first. I think I've only ever had one or two calls in...
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The way I always handle "immeadiate escalators" is to adopt an extremely worried tone, and say: "I can definitely get a supervisor for you what's the problem?" No pause in there, one quick breath. It's all about the tone. If that doesn't work, use the line previously mentioned, jist being my supervisor won't take the call from me without being told what's going on first. I think I've only ever had one or two calls in...
(continues)
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