From the course: De-Escalating Conversations for Customer Service
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When a customer asks for a manager
From the course: De-Escalating Conversations for Customer Service
When a customer asks for a manager
- Customers escalate to management because they're frustrated that things aren't going their way and they think there'll be more successful talking to someone higher up, but I'm sure you, like most customer service professionals, don't like it when customers try to go over your head. It leaves you powerless to do your job and managers certainly don't like spending all of their time dealing with escalations. So I'm going to show you how to successfully handle customers who asked to talk to a supervisor. First, we need to talk about what not to do when a customer asks to talk to your supervisor. When a customer asks to talk to a supervisor, don't refuse. A refusal is viewed as adversarial and this will just make the customer more forceful in their attempt to escalate. The second thing you need to avoid is immediately transferring. If you say, "Hold while I transfer you," you could sound dismissive. So what do you do…
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