CSR_CP
12-05-2004, 05:19 PM
Some people just don't know how to for a supervisor so here is a few tips and tricks that should make getting what you want a little easyer, but by no means will these get you what you want, they will however make your call and our job a little nicer.
1. Be Civil: This is the most important one, most people don't think they should be good to the agent that is on the call with them. I don't care how mad you are at the situation, take it out on the supervisor(we are used to it), not the agent. I have seen to many agents get off the phone eather extremly upset(to the point of crying at times), or ready to quit because of how the customer treated them. We are people too, treat us that way. Just keep in mind, treating the agent like crap and the supervisor really nice gets you nowhere, we know how you talked to the previous person.
2. The Magic Button: Against popular believe by customers we DON'T have a magic button to turn their phones on. It is all done by the system. if you have made a payment and are waiting for your phone to turn on do something fun. We can't make it turn on any quicker so save your time and ours; don't as for a supervisor.
3. Recorded Calls: Yes calls are recorded, you are told that every time you call up. These calls are for TRAINING and QUALITY purposes. We do not record calls to keep a record. These calls are recorded, listened too once then deleted. And we don't record every call, each agent has 2 calls recorded a week, with an average for 40-60 calls a day, chances of it being your call is low.
4. The Supervisor's Supervisor: We are called supervisors for a reason. If there is an issue that can't be resolved at the agent level then we handle it. That is as far up as you can go, our answers are final.
5. Insults: This falls under #1. Doing so is not going to help the situation. Notes from supervisors are marked as such, it doesn't happen often but the "No credit due" notes do happen and insults is going to get you one step further. If you feel you arn't getting anywhere with one supervisor, You have every right to call back and speak with another.
6. Paying Bills on Time: As I said before this doesn't really hold much weight however NOT paying your bills on time does. Upon signing your agreement you agreed to pay your bills on time, doing so does not warrent you any extra beifits. Also you don't need to tell us how long you have had service, we can tell, and saying you have had service for more years then sprint even had wireless will only hurt your credability(I have had people claim they had their sprint cell phone for over 10 years).
7. Asking for a Sup right at the start of the call: This is only going to get the call off to a bad start. We know how frustrating it is to repeat yourself, however explaining the situation to the agent first and allowing them a change to solve it is a requirment to getting a supervisor.
8. Agent Knowledge: Everyone started at some point, there are times when you will get an agent fresh out of training. Please work with the agent to get the issue resolved, We have many support methods to assist the person in solving your issue and that is what they are doing when they place you on hold. If you feel that the issue is to much for the agent you may ask for a supervisor but please allow them to help first, or else how will they ever learn.
9. Threats: Mentioning a lawyer or threatning to cancel is not going to help in a heated discussion with a supervisor. Once you mention a lawsuit we arn't supposed to discuss the situation with you any more and end the call, which most of us don't because we understand you are frustrated and don't mean it. Likewise threatning to cancel if you don't get what you want is not a good route to take. It will not get your issue resolved any quicker and in the long run wont help you get what you want.
10. Hold Times: We know you hate the be placed on hold however it is required in some cases, Demanding to speak with a supervisor yet refusing to be placed on hold will get nothign resolved, we have to place you on hold to access the other phone line. And agents may need to place you on hold to get aproval for credit, adding special codes to your plan or ask a question about your situation, we are all caught off guard at times when a unique situation comes up that we have never seen before.
11. De-escalations: Don't be offended when an agent tries to de-escalate the call, they are supposed to do that. I know you all have probably heard the "My supervisor will tell you the same thing" line. In some cases this isn't the case, there have been times when the agent was completly wrong about the situation and if you feel this is the case tell the agent you will wait anyway.
In conclusion, speaking with a supervisor may get you want at times and may not, there are cases when you would have had more luck with a regular agent then with a supervisor. We all use the same systems, supervisors don't have access to any more information about your account then a regular agent does. Just keep in mind, There are tons of horror stories about Sprint customer service, but there are just as many about sprint customers ;)
1. Be Civil: This is the most important one, most people don't think they should be good to the agent that is on the call with them. I don't care how mad you are at the situation, take it out on the supervisor(we are used to it), not the agent. I have seen to many agents get off the phone eather extremly upset(to the point of crying at times), or ready to quit because of how the customer treated them. We are people too, treat us that way. Just keep in mind, treating the agent like crap and the supervisor really nice gets you nowhere, we know how you talked to the previous person.
2. The Magic Button: Against popular believe by customers we DON'T have a magic button to turn their phones on. It is all done by the system. if you have made a payment and are waiting for your phone to turn on do something fun. We can't make it turn on any quicker so save your time and ours; don't as for a supervisor.
3. Recorded Calls: Yes calls are recorded, you are told that every time you call up. These calls are for TRAINING and QUALITY purposes. We do not record calls to keep a record. These calls are recorded, listened too once then deleted. And we don't record every call, each agent has 2 calls recorded a week, with an average for 40-60 calls a day, chances of it being your call is low.
4. The Supervisor's Supervisor: We are called supervisors for a reason. If there is an issue that can't be resolved at the agent level then we handle it. That is as far up as you can go, our answers are final.
5. Insults: This falls under #1. Doing so is not going to help the situation. Notes from supervisors are marked as such, it doesn't happen often but the "No credit due" notes do happen and insults is going to get you one step further. If you feel you arn't getting anywhere with one supervisor, You have every right to call back and speak with another.
6. Paying Bills on Time: As I said before this doesn't really hold much weight however NOT paying your bills on time does. Upon signing your agreement you agreed to pay your bills on time, doing so does not warrent you any extra beifits. Also you don't need to tell us how long you have had service, we can tell, and saying you have had service for more years then sprint even had wireless will only hurt your credability(I have had people claim they had their sprint cell phone for over 10 years).
7. Asking for a Sup right at the start of the call: This is only going to get the call off to a bad start. We know how frustrating it is to repeat yourself, however explaining the situation to the agent first and allowing them a change to solve it is a requirment to getting a supervisor.
8. Agent Knowledge: Everyone started at some point, there are times when you will get an agent fresh out of training. Please work with the agent to get the issue resolved, We have many support methods to assist the person in solving your issue and that is what they are doing when they place you on hold. If you feel that the issue is to much for the agent you may ask for a supervisor but please allow them to help first, or else how will they ever learn.
9. Threats: Mentioning a lawyer or threatning to cancel is not going to help in a heated discussion with a supervisor. Once you mention a lawsuit we arn't supposed to discuss the situation with you any more and end the call, which most of us don't because we understand you are frustrated and don't mean it. Likewise threatning to cancel if you don't get what you want is not a good route to take. It will not get your issue resolved any quicker and in the long run wont help you get what you want.
10. Hold Times: We know you hate the be placed on hold however it is required in some cases, Demanding to speak with a supervisor yet refusing to be placed on hold will get nothign resolved, we have to place you on hold to access the other phone line. And agents may need to place you on hold to get aproval for credit, adding special codes to your plan or ask a question about your situation, we are all caught off guard at times when a unique situation comes up that we have never seen before.
11. De-escalations: Don't be offended when an agent tries to de-escalate the call, they are supposed to do that. I know you all have probably heard the "My supervisor will tell you the same thing" line. In some cases this isn't the case, there have been times when the agent was completly wrong about the situation and if you feel this is the case tell the agent you will wait anyway.
In conclusion, speaking with a supervisor may get you want at times and may not, there are cases when you would have had more luck with a regular agent then with a supervisor. We all use the same systems, supervisors don't have access to any more information about your account then a regular agent does. Just keep in mind, There are tons of horror stories about Sprint customer service, but there are just as many about sprint customers ;)