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June 19, 2007
A solution for those pesky customers that want to excalate their call to a "supervisor"
(Posted by francois to: customer service )As I was trolling various support forums to find how to best connect my Tivos with the new Verizon FIOS service I ran across a support chat transcript that made me laugh out loud.
The exchange in its entirety can be found on the TIVO support forum, but the piece that got me laughing was
David Adams: Can I be escalated from this chat?
Kevan: Basically in regards to these chats the representatives (IE me) have the full capabilities as a supervisor to get an issue resolved in any way possible. Unfortunately, for this issue we do not support.
Brilliant! Isn't it? I wonder why I did not think of that earlier!
Just give every phone operator the title of supervisor and you will never have to deal with those pesky escalation requests anymore. Plus, your call center performance metrics will likely improve as you will have less "reported" escalations and "faster" customer problem resolutions.
[Tags: customer support call center customer+service ]
Posted by francois at June 19, 2007 9:17 AM | Bookmark This
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