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No negotiation should be handled by frontline customer service employee, as a lot of customers are waiting for their turn.
If supervisor is involved then a lot of customer will not bother, and only a few customers will be left requesting to negotiate.
I believe it should initially be handled by front line customer personnel,if further negotiation is required they should be directed immediately to second line sales executives or consultants as we like to call them now days,managers or supervisors should lead the customer service professionals and the sales team handling more demanding and complex requirements and commercial customers.
we use the front line customer service desk to filter customers per demand and complexity of orders,then transfer prospect customers to the experts that handle more complex transactions that require more time,more complexity and experience.
No, they should let supervisors and management handle all negotiations.
