Um cliente exige falar com um supervisor imediatamente. Como lidar com esse pedido urgente de forma eficaz?

Quando um cliente exige falar com um supervisor, mantenha a calma e ouça atentamente. Lembro-me de uma vez em que enfrentei essa situação: Ouvi com Atenção: Deixei o cliente falar sem interrupções, mostrando interesse genuíno. Empatia e Compreensão: Validei os sentimentos do cliente: "Entendo sua frustração e quero ajudar." Tentativa de Resolução: Ofereci-me para resolver o problema antes de transferir, e muitas vezes conseguia. Transferência: Se necessário, transferia para o supervisor, agradecendo pela paciência. Essa abordagem frequentemente acalma o cliente e resolve o problema sem precisar escalar.

When I have a client demanding to speak to my manager or higher, I know 9/10 times that the client just feels frustrated. I speak to them in a calm voice, allow them to vent, apologize for the bad experience the client had to endure. I then introduce myself again but this time I introduce myself adding that I will handle the situation from this point on. I promise feedback, no matter how big or small the update may be. I make the client feel that they are heard and that they are worth all the money they spent and more. Most importantly, I do not make a promise you can not keep. It is so important to handle these stituations with care, you are sometimes forced to go the extra mile....

Quando um cliente insiste em falar com um supervisor o primeiro passo e mostrar empatia e ouvir atentamente sua necessidade e tentar resolve la com uma soluçāo precisa e eficiente, sempre mostrando interesse e respeito pela questāo do cliente. E principalmente informar o supervisor da situaçāo para que ele de continuidade ao atendimento com muita presteza e resoluçāo.

9/10 times when a customer seeks escalation, they have either had an experience where they spoke to someone or they are coming at you with suggestions from someone. So while they vent out on you, you need to position yourself correctly. In a calm but authoritative and honest tone that reflects your attitude and sincerity, seek some time to understand the problem and find out a solution where customer doesn’t need to go through any unnecessary hassle

Actively listening is a great way to potentially de-escalating an upset caller as it allows you hear the problem and hopefully resolve it without involving your supervisor.

In my experience as a "Customer", I find that if I am asking for a supervisor I have already determined that the associate is not in a position to help me with my issue. Wasting my time by apologizing repeatedly in an artificial calm tone only frustrates me more. Therefore, as the "Customer Service Provider", having already listened and offered the solutions I have in my tool box, I recommend giving them the respect they deserved by getting them to a supervisor without wasting any more of their time. Far too often I've seen people making excuses and explanations and it only makes matters worse. They have their own job. They don't need you to explain yours.

Generally, it is best to see if you are able to assist first, especially if there is delay in getting a supervisor to address something (not all work places have immediate action, it could take a call back that day). Check prior call notes to see if you can identify the possible issue they may have. Depending on your work place, see if a supervisor is available, advise you will task/assign them to reach back out, or send to their voicemail for direct assistance.

Personally I feel that it is essential to follow up with a client, give them feedback should you receive any. Even if the clients problem was unresolved at least they then know you do care about them enough to follow up. They will more likely return to you if they feel that you had great service.

The first thing that I will ask the customer is what the problem or issue is before letting them speak to a supervisor. Apologize that I was not able to help them with the problem or issue. See if there is any solution that I can offer the customer before escalating to the supervisor.