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Do you agree. When a customer is irate and asks for a manager it is better to say” Let me switch you to the chairman of the executive committee “and transfer the call to the supervisor . As this would calm down the customer. Saying my supervisor is busy on another call would only make the customer more irate.
i think the iretation of customer occurs only having less information and mostly misunderstanding the cause of any iratation/problem.first u listen the customer completly and politly when he finished than u try to come down on his conditions but with company rules/policies.
Angry customers should be treated in a special way, try calming them down, find solutions that might be of their interest, appologizing for the uncomfortable occurred, finally if they requested to talk to GM then you should give hint to your boss about the problem and try getting them contacted in a way or another.
Usually angry customers will not need talking to GM if you tried previous recomendations.
No, I believe escalating to higher authority shud be last option.We are in field of customer service we should allways try our best to resolve the issue at our levels.
If at all he still wants to speak to higher authoritiy first we should infor higher authority about the situation before referring customer to them
What to do when the customer finds out?
I suggest the the customer service processes should cater for real esculation process to the benefits of both parties.
No. But let us be realistic, you will need to have well trained agents who should have profound experience in product/service knowledge with reasonable problem resolution approach. You can add to this combination of attributes, empowerment & high communication skills.
Build your talent core around these competencies & you will have extremely minimal cases like this one.
quick question....if you want to take it higher up remind me why were you hired?
when i was there , and customer saying that i wanna talk to supervisor then , i told hem ok, wait.. then i change my voice and accent and listen ..not a big issue ..
In total all the replys except the one "change my voice" can be applied. There is no right or wrong in customer complain, it is just part of a day's job and should be handled with calmness, honesty, kindness and intelegance. Try to reslove the issue withen proper managment guide lines, if it cannot be done try to consult with managment to find a soultion and if nothing can be done by the customer services then managment should be the one to resolve it as this is a problem with the firm, not my personal problem.
No, Listen first to the customer and resolve the issue of why he is being irate. Give him all the options and answer to resolve the issue under your power as Customer Service but if he insist asking for a Manager maybe that's the time you endorse him to your superior. Be patient all the time and do not argue with the customers.
No, I've dealt with thousands of irate callers in Escalations Team. I think reps tend to just escalate the call to avoid further arguments with the customers and just pass the bucket to someone else. All reps should have the capacity to pacify an irate caller even if the caller requests for a supervisor during the onset of the call. It is on the manner on how they interact with the irate caller to pacify them and resolve their problem. Some protocols will be if the customer utters the phrase "give me your supervisor" or the like, the protocol would be to immediately warm transfer the call to the supervisor, I think this protocol only applies to customers that has had very big issues with the service (so proper analysis of their past cases is a must for the initial rep) and if that's the case, they can escalate it to the supervisor right away or to a higher tier support.
