Customers escalate to management because they’re frustrated that things aren’t going their way. But the USA method will help you successfully handle customers who ask to talk to a supervisor, by using just three simple steps.
- Customers escalate to management … because they're frustrated … that things aren't going their way. … And they think they'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 ask 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 take 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 when a customer asks … to talk to a supervisor. …
- Recognize examples of pushing when dealing with a customer.
- Summarize the goal of reframing conversations.
- Identify the benefits of using partnering language.
- Determine the best response to a customer who asks to speak to a manager.
- Identify statements that can be used to acknowledge a customer’s issue.