I want to talk to your manager
Hi all,
Myself and the team I work within, are currently working on a project dealing with the manor and the way a call escalation is taken once the first point of contact has failed.
Has anybody got any tips for the following areas:
How to empower the agents to deal with phrase “I want to talk to your manager” or I want to talk to somebody with more experience” etc.
Or
How to get a positive outcome from the person taking the escalation?
How not to get in a argument with customer?
Or
Just hint and tips that can be delivered to call centre.
Myself and the team I work within, are currently working on a project dealing with the manor and the way a call escalation is taken once the first point of contact has failed.
Has anybody got any tips for the following areas:
How to empower the agents to deal with phrase “I want to talk to your manager” or I want to talk to somebody with more experience” etc.
Or
How to get a positive outcome from the person taking the escalation?
How not to get in a argument with customer?
Or
Just hint and tips that can be delivered to call centre.
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