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It depends, if the customer has been calling more than10 times for the same problem, that is not your fault. It is a fault in the system and it is understandable because the customer has to undergo the same process all over again with another rep so they just ask for a supervisor on the onset of the call. That's why you need to review the cases once you pull up their account. Still try to pacify them, if you were able to, then that is an achievement, but if no, then escalate according to your protocols. Passing it to your supervisor doesnt necessarily mean that you lack something because all calls are not the same, we treat all calls as unique and individualized because no two people are the same in this world when it comes to their thoughts and emotions.
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