/ Register

"No supervisor available right now"

Discussion in 'Credit Talk' started by Saar, Aug 22, 2001.

  1. Aug 22, 2001 #1
    Saar

    Saar Banned

    There is ALWAYS a supervisor available, so don't take this BS.

    All CC companies, even the worst (F.USA) have a policy saying no rep may hang up on you unless you're being verbally abusive.

    So if you want to speak w/ a Supervisor and get some lame excuse instead, all you have to do is say: "I'm afraid I'll have to hold then, for as long as necessary, till I can speak w/ one". Say it in a pleasant tone, don't shout or swear. Even in the highly unlikely event all Supervisors have taken a coffee break at the same time, they'd be sure to get one for you within minutes.


    Saar
     
  3. Aug 22, 2001 #2
    Terry

    Terry Well-Known Member

    As a Manager of a Call Center I can tell you that it is standard for supervisors to take escalated calls. Most reps will tell you they are not available....stand your ground and tell them you will hold. Make sure you get the reps full name....and if possible get the name of their supervisor. Remember most calls are monitored and recorded, if they give you the wrong information they will get caught, and if the situation is bad enough they may get terminated.

    Personally, I am a customer service nightmare. If I have to call I will immediately escalate. I don't take that bs my supervisor is not available......I tell them I know there has to be another supervisor available. I am sure you're looking at them right now. This usually yeilds results for me.
     
  4. Aug 22, 2001 #3
    breeze

    breeze Well-Known Member

    Right!! And I have seen the supervisors stall around, finish whatever they were doing, hoping the irate customer hangs up before they get there.

    breeze
     
  5. Aug 22, 2001 #4
    MikeG

    MikeG Well-Known Member

    I knew it was a bunch of BS when the citibank reps kept telling me that no supervisor was available. I began to feel like I was on a list. However, I do believe my persistance helped in receiving the approval. The funny thing is, I never spoke to a supervisor.

    Mike G.
     
  6. Aug 22, 2001 #5
    Hal

    Hal Well-Known Member

    This is absolutely RIGHT! I have worked in several call centers and it is typical for a rep to tell you no supervisor is available.

    The chief reasons from a rep's point of view:

    1. They handled the call poorly from the start and don't want you to report them.

    2. They didn't really assist you as they should have under call center policies.

    3. If you hold for a supervisor, it cuts into their call handle time which is measured against their performance standards.

    This type of disservice began when businesses changed from "Customer Service" to the Call center environment. The main focus - even though most won't admit it - HOW FAST CAN I GET YOU OFF THE LINE?
     

Share This Page