Canada
Man that P**ses me off!!!
Ok, so I'm REZ and I take escalated calls. I have the "empowerment of a supervisor I just don't have the paper work"
That usually gets a laugh, and the customer will work with me. But no today it got a snarl, and an immediate escalation to Tier 2. I being the good rep attempt to de-escalate the customer. I can help you. I've got all the ability and power of a "manager" ect... I even went so far as to say and I quote "Really ma'am you're better off with me I take escalated calls every day all day I work with the systems all day. They maybe work the phone for an hour each day and maybe take one call a week. I have more knowledge and more experience than the "MANAGER" I'm sure you all can guess how well that flew with the customer.
Bu...
(continues)
That usually gets a laugh, and the customer will work with me. But no today it got a snarl, and an immediate escalation to Tier 2. I being the good rep attempt to de-escalate the customer. I can help you. I've got all the ability and power of a "manager" ect... I even went so far as to say and I quote "Really ma'am you're better off with me I take escalated calls every day all day I work with the systems all day. They maybe work the phone for an hour each day and maybe take one call a week. I have more knowledge and more experience than the "MANAGER" I'm sure you all can guess how well that flew with the customer.
Bu...
(continues)
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