When a customer asks for a supervisor, do these
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- Опубліковано 30 вер 2024
- Here are 5 reasons why customers ask to talk to a supervisor and how you should handle each scenario as the CSR (Customer Service Representative). This will help you decide when AND when not to deescalate a sup call.
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I'm currently working as a call center agent, almost 1 year and recently discovered this channel.
I've learned a lot in this channel and I've applied it on every calls that I received everyday. I'm not also a 100% magaling sa english, may mga grammar lapses pa din and yung english vocabulary ko hindi pa din ganun kadami. Dito ko nakita na madami pa ko need i-improve. Thanks Sheena for this wonderful channel ! Keep it up you're a big help especially for those people who wanted to work in a bpo.
Im on my 3rd weekof training. Still watching the videos of candies,.. manytimes.
@@eraxinamoresytc6959 gosh I hope you don't learn these terrible attitudes
Sheena, tomorrow ill graduate in my training 🥰 thank you fairy Godmother i keep in mind all of your videos. Lovelots! 🥰
Congrats!!! And good luck din. ❤️
@@Kwestyon ❤❤❤
I hope to pass the final
I just started and I’m struggling badly… but I have faith I will get thru this in due time
Yes. I as well am struggling so much! I am now in my nesting stage and I can say that it's too hard for a newbie like me. I actually had the mindset where I thought of just quitting but I will not quit! I know there's a room for improvement. If they did it, why can't I?!
@@archiebadal1439 how are you now?? What company are you in?
Mung nagtraining ako sa bpo grabe super stress ako lalo na mangangapa kapa talaga.May time na gusto kuna sumuko😔.Iniisip ko nalang kalagayan ko kapag wala ako work pati fam. Ko kawawa.Fighting guys!🥰
Thankyou for this ate you help Us a lot.Lagi ako nanonood ng vids. Mo🥰🥰
Lalo na po telco daming calls di man lng makainom nanng tubig😅
I can feel you. Im actually in the same situation as yours.😥
Thanks for acknowledging that there are TLs who don't want to assist some of their agents. Yes, they play favorites too. What is disheartening is that some Subject Matter Experts are sometimes withholding vital information for the resolution of the call. Yes Virginia, the world is not perfect. A business setting like a call center site can actually be a concrete jungle with plastic snakes. Be wary of them and try to be on their good side.
whenever I encounter a rude and irate customer asking for a supervisor right at the start of our call and wouldn't disclose the issue, I always told them that I can't transfer them to a supervisor unless they told me the problem. "Sir I have a protocol to follow and I need you to respect them" in a firm tone, "I can look for a supervisor but I need to know first why you need one". they always explain what happened and thats when I decide if its something I can de-escalate or resolve.
I usually hang up on those calls.
I worked at a customer service centre for 11 months… If a customer wanted to speak to the manager, they would speak to the manager. I’m not going to be the only one taking 💩 from customers…. 😂😂😂😂😂😂😂😂😂😂😂😂
Supervisor here. When they start yelling, I hang up. Not that I lack de-escalation skills, I just won't tolerate the disrespect nor do I think anyone else should. 😎👍
Which every supervisor can know this. Agents are not second class and most yellings are merely transfer of agression
Hahahah omg
I did same thing as of now. I told the Client if they will not calm down and they are not willing to listen then we will drop the call
@@mariaayaboussahel4062 hahahahaha ang client jud..hahah
This is my first time working in a call center. I found this channel when im still on training. And i passed it because of this channel, now its my 3rd monthsary here in my call center company. Thank you so much Sheena.
"Not all customer who asked to be transferred to a supervisor should be transferred to a supervisor" YEAAP!!! Maawa naman kayo sa mga supervisors. 😭
No customer that asks to be transferred to a supervisor should be transferred… all that customer wants is to show how useless we are at our jobs and transferring them is not only like accepting it, but it becomes a toxic customer that starts to learn our inside procedures on appeasements.
@@stephaniepereya580 WRONG. IT IS THEIE JOB!!! THOSE LAZY SUPERVISORS HAVE TO WORK.
Cx: I don't want to talk to you transfer me to your supervisor.
Me: I am the supervisor. 😆
Mabait na ko ngayon di ko na yan ginagawa. 😆
Wahahaha lukaret
hahahah
As a mentor on my campaign, I take sup calls and they send the request as soon as customer asks for a sup. What we try to do is to advise our agents what to say or do before getting in the call to see if we can de escalate the customer together. Sometimes it works, sometimes customer will still ask for a sup and that's when we go in but some of the calls I take can be solved with stating the facts with security.
i keep watching you're videos because its help me a lot..maybe someday i can boost my confidence..
Thank you so much for the advices. I have a TL na everytime na nag papasup call ako lagi syang nagsasabi na"Guys let's lessen our sup call ha" and kapag narinig ko yun di nalang ako tutuloy tas lalapit ako sa ibang TL na mas approachable hahaha.
Relate haha yung feeling mo nagagalit whenever may pa sup call 😅
Hi Sheena I'm currently working as a call center agent..Thanks to your videos it really helps me a lot to get this job. By the way I have a request if you can make a video regarding on how to offer the survey to the customer or how to have a good survey from the customer!! Thanks you so much if you can grant me my request!!♥️♥️
This is also my prblem, because everyday I have dcat from customer, though I assist them with all my knowledge.
When the customer wants a supervisor and I know how to solve it, then I solve it then I leave them on hold for like 10 minutes while I’m “looking for a supervisor” and 80% of the time they hang up 😂 when they call back it’s like “it’s resolved, you want a supervisor for what exactly?”
HAHAHAHHAAH I DO THIS TOO
I'm currently in my way as a call center agent. I'm good at typing words in English but not in words that will come out in my mouth. I hope tomorrow I'll pass the interview as I really need this job. Amidst pandemic I'm searching for a job that is related to my course and I know it's hard but I know in Gods time I will pass. I'm far from the recruitment agency but I will do my best to improve myself. And yes Im actually talking to Indian since when I was I grade 8 and this would be my advantage on taking this kind of opportunity. But wish me luck. You are the best among the rest
konti lng po ata Approachable na t.l, , kpg my supcall..irate agad, kpg tintwag sila hehe.
Well I experienced this on my first job. My TL was not that approachable and it's kinda toxic na din kaya auto resigned agad. Kala ko pa naman mag eenjoy ako sa first job ko. Naging nightmare tuloy ang kinalabasan.
I'm one of those agents who does really well in de-escalating calls. Most of the reasons why customers request a supervisor is because they mostly misunderstood what can be done to resolve the issue. It's just mostly having the customer to understand that you understand their "main" concern and empathize with them that they would mostly be convinced that you could help them out in resolving the issue. Most irate customers come with misunderstandings and it's up to your communication skills if they will be convinced that you understand them totally. There are many other scenarios that you discussed really well here though. Well done.
this is so untrue! They mostly ask to talk to a supervisor because the staff where you are have NOT UNDERSTOOD or treated them decently! If you are treated properly in the first place then you don't ask to speak to a supervisor. This isnt'
some game by random strangers to make your day hard at either end.
Nothing worse than dealing with people who think they know better than every single caller and are not actually focussed on solving problems, but creating them..
Most of my customers who ask for supervisor, their main reason is failure to authenticate their own account. Already gave them other options, which I understand if they won't follow, because other options are quite complicated. But that's the only thing I can give them. The worst part is that, we can't transfer calls to supervisors because we don't have any extensions to transfer the call to them. But, for example, If my cx ask for a supervisor, I usually say, "My supervisor is currently on a meeting. It'll be finish 2-3 hours", and the customer really insisted to wait. That's why my supervisor took over the call.
There are super livid callers who will block you off right away and ask for a supervisor. Sadly your excellent skills won't work everytime 🤣
@@therezepino7954 that's really bad that you have to work for such a poor company, my sympathies.
@@sharonhobbs4144 not really a poor one, because if it is, I should've ended it a long time ago.
I wouldn’t be a supervisor if I didnt want to take calls. It is THEIR JOB. SEND THEM ALL TO A SUPERVISOR.
hi maam sheena.. on monday is my initial interview.. I am only a high school grad but then really want this job so i study hard and learned hard..And you helps me alot..thank you...still i have a full confident that i can pass this interview..through God and by trusting myself i will got this!!!thank you
I am working for about two months now,but we are not allowed to transfer to any supervisor. We are only allowed to transfer calls if the issue of the customer is for another department to resolve.That is why it is really hard to deal with customers who want a supervisor at the start of the call and no matter how you ask what their problem is they wont respond and just keep asking for a supervisor.
true.. There are TL'S who are hiding when there is a sup call. hahahahha
That new york and north york scenario got me laughing for about 2 mins. 😂😂😂😂
How I wish Ms. Candice would be my TL or as much as like your attitude Ms. Candice😊 Thanks for this😘
Folks, true escalations are rare. When someone calls you and asks for a supervisor immediately, it is because they don't have confidence in you or your company. Always assure them that a supervisor is an option but that they will require some information before they take the call. Gather what you can about the situation and look into it. You will either find that you can resolve the problem in a few minutes or that something needs to be taken away to resolve the problem and you can follow up later. Go back to your caller, advise them that you can offer them a solution. Provide the details for resolution and see if it is acceptable. 99% of the time they will accept rather than wait for a supervisor or a call back from one. Avoid saying no, don't trigger the caller by quoting policies and procedures. Tell them what you can do instead of what you cannot. And always offer some kind of confirmation of the resolution to rebuild trust.
If the problem can only be solved by a supervisor and there's nothing else I can do, should i transfer it over to a supervisor even if the customer did not request to?
Problem is that the supervisor doesn’t wanna take the call
13:41
Me: really? Let’s put that to the test... puts customer on hold for 10 minutes, while coming back every minute...
customer: I don’t have time for this bye.... hangs up.
Me: awww I still had tickets and notes to finish from previous calls while she was on hold 😔
this is very helpful, for 12 years working in back office in my current company, its my first time, and recently work in calls, where we handle escalated complaint-mostly upset customers. Listen, empathy, solve the problem.
Watching this right now cause we had an account gathering with our client earlier, and everyone's smiles and efforts made me feel I wasnt trying enough, and that this industry is worth all my effort. I'll be even more passionate from now and will start with this! Thanks for these videos.
Telco account ko ngayun, training palang kami. Sana maka pasa haha. Kasi ang daming dapat e memorize😂😂
Na-hire na po kayo?
Mistakes always happen at the beginning and you kinda learn from it. i had a lot mistakes before including information that never taught to u when u were a trainee..
Most supervisors and TL don't like or avoid answering sup calls. Even though it's part of their job. Mostly when a customer ask for a supervisor. I tend to manipulate them and pretend empathy and fix the issue and by the time task is done. Customer is happy and bye bye. If the insist , I'll tell them they have to wait from 2-5 bd to come up with " resolution". Very educational , concise and informative.
bd?
2 business days 😜
@@kookiecastro8452" bd" is short for business days.
Ang galing..
Dont let those lazy supervisors play you. Send them over to the supervisor asap.
This is so helpful, thanks and God bless. I'm a newbie in BPO and before I applied I used to watch your vids first and now am an agent for almost 8 months already
Ive always watched ur vlog,coz i want to enhance .my english and im planning to apply in intl call center..
@2:55. "she forgot..." Wouldnt it sound like pointing fingers at Candice? I prefer rather use "we" instead of they or he or she. Resolving the issue by hurting the brand you represent as a team will probbly lead to a more angry customer. e.g. possible response from customer - why was it missed? was the last agent not trained?. There must be a better way.
I hope, I have the confident in speaking like you. Wow! such a great public speaker.
Telco account on your next video please? Thank you in advance miss 🙏
It should be "how the F*CK did they become a T.L" phrase should be like that. ✌️
i love it when you give personal experiences to the ideas
you know, I can't stop from like all your videos once I watching. you're inspiring tho. keep it up girl
Yes indeed...here unluckily have a tl who negatively commented our nps which is very low when i approach her about thw customers issue because its really new to me and apparently its my first call center job and im not that fluent in english, well she didnt help me instead she recommend me to ask help for sme...so frustrating...i always watch ur video this is thw way i can learn
Hello !I love your videos I watch all of them ,, you're such a knowledgeable person I really appreciate it all your help ! ....could you make a video related to "how to say no to the customer when they are requesting something that you cannot give them for policies of the company """ please ...you're the best!
Thank you, David. Watch my 5th mock call. It's all about refusing the customer due to company policy.
@@Kwestyon thanks! You're the best !
I'm still in training and this is the first job i've got. Honestly i dont have any idea in this industry but i really want to learn. Hoping one day im gonna pass this training and doing great in this journey . Thank u ma'am for all your videos here on youtube that help me on this journey.
i hope one day we've meet! And thank u so much for being my inspiration!God bless❤️
In the company where I am currently working, there's no any extensions where we can transfer the call to a supervisor. We need to handle the call. Though, there are certain situations that supervisors may take over.
What if the customer won't listen to you and keep shouting. Calling names that are very degrading not just you as a person but your race/nationality? I have encountered it several times. Any advise for me pleaseeee 😁
Yes, we are always told to not take what they say personal because they don't know you or know anything about you. So just roll your eyes and move on or just disconnect the call. My opinion.
Three warnings hang up
*I'm not working in BPOs but I appriciate your effort and very fine detail you have shared in the video.*
Hi Ms. Sheena. I'm a silent fan of your content and I've learned a lot from you. My training will be on January 10. Please create a content for a "not so fluent" and "not that wide vocab" CSR. Like, is it alright if you stutter while in the line?
Yes, I agree with everything in this video. I have this manager who always says to take ownership of the call. Also, the customer doesn't want to provide any of their info like reference, their name, and address, just a sup call. Even though I provided everything and offer a solution to the customer. I also don't know why they become managers. Working in a BPO complaints department is really stressful, I hope the Team Leaders should be helpful with their agents too. There are times every day it's queuing, answering 20-50 calls a day will give you a mental breakdown.
I dont know in which kind of customer service you work but generally managers dont give a fuck about your feeling, customer is more important
Hi SHEENA! grabbeee ..hanga tlga aq sayo..titig na titig aq qng paano ang pagbuka ng bibig mo sa pagsasalita..kaya paulit ulit kong pinanonood ang mga videos mo.
Content creator Jessica Lee also has good enunciation. You could lipread her.
What I’ve seen is that most customers want a supervisor because they “don’t like the policy”: I want your supervisor… No, your issue has been resolved, anything else I may assist with?
I really want to know if you teach this in an online class, like in zoom or meet of course I would want to purchase that course, I'm from Mexico and now I'm training into a company so would be great if you sell this knowledge in particular classes, I enjoy your videos so much!!
Hi Samuel. Not currently but I'll definitely think about that. :)
Hi, Can you please make a video about the spelling of customers name? Like what are the most known surnames we can encounter so that we will be familiar to the spellings. Thank you.
Now i am taking the call of every angry customer on the floor as a acting supervisor 😁😁
i'm a newbie in bpo industry, and i got all the tips from u. i really adore ur voice, and i kinda copy ur accent by intention lol sorry. now my customers call me "maam" XD
I am wondering if you sheena and candace are twin or you are only one
i'm very dissapointed to my calls a while ago bcoz all of my calls are supcalls when i start to clarify their concerns they always says that i can't understand them so some of my customer wants to talk to my supervisor i don't have choice bcoz i'm pressu and i'm a newbie in this kind of industry can you tell me what's wrong with me :(
Tonight will be my nesting. Sana makapasa ako.
Yey! Another helpful video thankyou so much Ms. Sheena🥰 youre the best👏👏👏 looking forward for a telco account mock call..
I'm always amazed at how some people really just have no chill. That New York thing was funny, it doesn't seem obvious to me at all that that should make someone angry. That probably would have made my day as a customer, it would have been something to laugh at.
You light up when you smile. It's pretti(yer). jas sayin. 🙂
btw you're experience is funny but not at the time ofcourse
Damnn am having a hard time it's my 3rd week as a trainee from next week I'll have my supervisor with me to start my calls until I can do it on my own
Dude.. don't take me wrong... But I just couldn't take, the situation u demonstrated ... If you are so true to AMAZON CUSTOMER SERVICE (ELON MUSK DO YOU HEAR, I' M FIGHTING)... LETS SET A MOCK .. I WILL GIVE YOU REAL TALK AND REAL SITUATION AND THAN YOU POST YOUR JUDGEMENTAL OPINION.. DO YOU DARE...
Can u do billing w/ shared screen
Thanks Sheena you help me a lot :)
Did U use to work for amazon?
I feel that I love her 😇 Thank you!
Amazon kaba?
How can you say that we should already assure customer that we will help if we didnt even hear what the issue is. When it turns out that the issue is too difficult they will say "you just lost my time you promised you wuold help me"
You are the best, can’t thank you enough 🙌🏽😻
Damn ! You said a mouthful there about tl's but your on point.😁
Wow you're so beautiful💕
Can you please send me an example if customer wants to call the supervisor give me a spiel
My sup is not available. 😂 pls cb
😂 we offer callbacks but they don’t receive the cb until 1-2 weeks later
i want to work in a call center..but im afraid speaking in English..😢
I appreciate the way you help the reps get through their calls
My teacher sent me here
I am waiting for this! Thank u so much!! U’r the best!!! 😍🥰
How about the girls agent they don't know how to say sorry 😅✌️
Sheena please make a video on how to deal with the customer who always wants to speak with the American agent
Oh yes, I need this one!
The title of the video is wrong is this not these. And please speak faster.
Love your vlogss.😍🥰more power!!! more vlogs.other vlogs please,about situational questions,CSR final interview questions.thank you much!keep safe my idol....
Very interesting and informative! Thanks, Sheina.
Thanks for this tip !!! I have recently got a call tbat i thought would end well but Cx still wanted a sup instead of my expecting a survey 😁
Been watching your videos since during training. Tomorrow nesting na po kami huhu
I am very happy that I discovered this channel. I've learned a lot.
Just take care that it's customer focussed as a lot on here sound very focussed on tricks and making their job easier not on customer service.
OMG HAHAHA I NEED TO FIND A NEW TL BECAUSE HE'S GIVING ME TOO MUCH STRESS CHAR
you're like Kira Supernova. The Alien character from ESCAPE FROM PLANET EARTH :)
I disagree… LET THOSE SUPERVISORS WORK FOR ONCE. As a customer, I would rather speak to a supervisor right away, but I know for a fact that supervisors hardly do ANY WORK.
Many people ask for the supervisor because they don't like your answer... Many managers will give you the same information..
Customer: "I would like to speak with a supervisor"
You: "I'd be happy to help. What is this regarding?"
Customer: **Problem Communicated**
You: (Confident demeanor) "I apologize for this but I'm able to assist you with this. What is your first name?"
**proceed with resolving issues/concerns**
Hi, thank you for sharing your experiences and all your advices. For sure I will check and take notes from all your videos.
New agent here and i really need Kwestyon 😢
What if you're not actually confident that you can assist the customer... Then that would be a problem... 🙄
Hi my AHT is not going down from AHT1200-20 calls. There are thousands of query.
I got hired 2 days ago,I'm still not good in speaking English and it's hard for me to construct a sentence,i'm always practicing every night but still I'm not getting any better,I'm not sure if my sentences are correct while doing this comment.
Please don't laugh at me,in fact you can comment down your reactions at suggestions on how I can make my English communication skills a lot better.I'll be glad for your kind comments and reactions.Thanks!
I congratulate you,Keep on like that; so that God can be blessed you more😍👏💝
3 months Call Center Agent here in CamSur. I experience having a supervisor calls so many times. But i de-escalate it, it really depends on yiur solution if the customer are confident and comfortable with your solutions. But sometimes maybe depends on the incorrect resolution of a Previous Agent, and we need to make a best solution. I'm glad to see this video, now i have another idea on handling a SupCalls and deescalate
To be a customer service supervisor do you need a degree. I have a certification and I'm still looking. And I've had on the job training 2yr ago