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HOWTO: Mind Control Customer Service Reps

consumerist.com — It boils down to, without raising your voice, asserting control over the conversation from the beginning and then never relinquishing that power. By the time you read the true success story at the end, you'll swear the author has Jedi mind-control over customer service reps...

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MrBabyMan 224 days ago, made popular 223 days ago

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cxzsaq, on 01/10/2008, -11/+13very cool indeed. these steps are very good to organize ones thoughts and thus, i feel, help lead a conversation in that pre-determined direction.
numberneal, on 01/10/2008, -8/+31i worked tech support over the phone; if you're talking with your isp, threaten to cancel your service with them; there response will probably be something along the lines of: "is there anything i can do to keep you as a customer?" if you say no, they'll transfer you to a retention team that will offer you everything short of their first born to keep you signed on. otherwise, the csr will try to get what you want by getting approval from a supervisor.
- BOFH2, on 01/11/2008, -1/+4comcast went through a period where they even suggested that people cancel when they compained.
  - lougoose, on 01/11/2008, -0/+2I didn't have anything go quite that far, but I have said that I will cancel my service and they basically don't care. They are really a remarkable company.
    
    I would say that I hope they get fined the $1.77 trillion, but then they would go bankrupt and I would have no internet (no Digg!). Have to switch to AT&T, which also said they will be filtering internet content soon.
    - BOFH2, on 01/11/2008, -1/+1I had 9 techs in my house in one week. I finally dropped them and went to qwest and directtv
  - PhilLesh69, on 01/11/2008, -0/+1Which wireless provider recently started cancelling service of customers who had called customer service too many times? I can't remember which one it was.
    - anachronaut, on 01/11/2008, -1/+1Google the phrase (include the quotes) "called customer service too many times" and you'll have your answer -- seriously, it really is that simple and obvious. Google makes finding stuff like that completely trivial, assuming you have even the slightest clue as to how to perform your searches.
      
      Here's a hint, though: it's Sprint.
    - BOFH2, on 01/11/2008, -1/+1sprint.
  - kita8, on 01/12/2008, -0/+1actually, any company will cancel a customer who calls in too many times, but by too many times, we mean about 30+ a day, and most of the time it's someone who literally wears a tinfoil hat and just wants to talk/scream. we call this "firing a customer" where i work, because it technically costs more money to keep the customer with how often they call, then to just "fire" them. usually the person who gets "fired" is too crazy to notice, i don't think we've ever "fired" anyone who was sane.
- lucutus, on 01/11/2008, -1/+5I also work tech support and I train my tech's to take control of the conversation from the get go. We are well trained and we are there to solve your problem as quickly as possible in the most efficient manner. We try to make you happy as a priority but calling in and telling us what you want done and how you want it done is the most likely way to get a big FALE! Calling in at least to our help desk and asking for help is the best way to get to your solution. Asking for a supervisor right off the bat is a surefire method to not getting any help at all.
  - orion846, on 01/11/2008, -3/+3fale? and you're a tech trainer/supervisor?
    - banjokelly, on 01/11/2008, -0/+3Nothing better to say orion846? 100% Agree with Lucutus... people who come in with all that "you will..." language are the the kind of people that tech support teams love to frustrate. It's a free pass to let your frustrations out on the customer for a change, because you know you'll be backed up by whoever they complain to in your company, because the customer is so clearly an ass het.
      - orion846, on 01/11/2008, -1/+1you fale!
    - lucutus, on 01/11/2008, -3/+2Are you critiquing my grammar buy punctuating statements with a question mark?
      fale
      1. Fale
      Ironic use of the word fail, i.e. failing at spelling fale
      "I'd have caught the ball if I didn't become so fale"
      spelling not achieved bad
      
      2. fale
      Alternate spelling of fail and phail
      Angela not only fails at life, but she phails and even fales at life.
      - Cmstech, on 01/11/2008, -0/+3Where can I buy punctuating statements? Target? Sharper Image? Judy's House of Porn?
        
        oooohhhh you meant "by"...you fale
- encrypteduser, on 01/11/2008, -0/+3My response to the "you will get me a supervisor and I'll wait here, kbyethx" tip.
  
  I apologize but I am unable to do that until we figure out and RESOLVE your issue. I was not hired as a receptionist here, so you must allow me to do my job if you would like to continue with this call. **This is when the "calm" customer goes nuts and starts yelling... or accepts their fate.
  
  If the customer does not accept their fate, then proceed with...
  I am trying to assist you and if you cannot accept the assistance then perhaps you can try again at a later time. Goodbye.
  
  If the customer accepts their fate, proceed with the script! (haha, just kidding) Help the asshat and get on with your day.
  
  ADVICE TO CONSUMERS: Generally, most techs would love to assist you quickly and have you on your way. However, in some situations the technicians are not provided with solutions from their supervisors or someone in middle-executive management. Instead of bashing the tech who would like to assist you, you should seriously consider not doing business with a company who treats you this way.
  
  ADVICE TO TECHNICIANS:
  
  Don't let customers treat you like this under any circumstance. In most call centers these days you can disconnect calls and in some cases ban customers from support. I would highly encourage you to exercise these options if you can, if not, quit.
  
  :)
- kita8, on 01/12/2008, -0/+2yea, if someone threatens to quit, it's not my job, nor do i care about keeping them as a customer, we have millions of them. this is NOT your local supermarket trying to meet your needs, these r corporations paying thousands of low level employees like myself to help u, and not paying us enough to deal with the ***** we put up with every day, so i won't be asking if there's anything i can do to keep u as a customer, that would b the stupidest thing of all to do, because then u give the caller the upper hand, and they no longer listen to u or respect u.
  i will gladly get them to retention tho, we have to call it billing, but yea, retention does normally do well to get u a deal. but be careful, some of them, even tho they r payed to keep u, do not try, in which case u could end up in a mess rather than on a cheaper plan.
lnf69, on 01/10/2008, -8/+7Very good article.
Most of the advice is also a great General Life Hack.
Treat ppl w/respect = getting respect
Like the article says, it's not guaranteed, but 99% of the time it's enough.
- asforme, on 01/11/2008, -0/+2How is immediately demanding to speak to a supervisor and dictating what they will be doing for you respect? I'm not saying it doesn't work but it sure is demeaning to the CSR.
- Neil990, on 01/12/2008, -0/+1umm dude i strongly disagree with that 99% figure. have you ever tried this? if i call you,and tell you that you are going to do something for me, how is that being respectful?? are you ***** stupid?
kungfujedis, on 01/10/2008, -3/+27"Disk Cleanup removed essential files from the OS, causing the computer to brick. A full re-install was necessary."
What? No way.
- chaosium, on 01/10/2008, -2/+3Seriously.
- UberNick, on 01/11/2008, -0/+13replace "Disk Cleanup" with "downloading *FREE SCREENSAVERS NOW*" and it makes perfect sense
- macdaddydwj, on 01/11/2008, -0/+1It is possible... with Windows 98 being upgraded from 95... the very issue happened to a computer at work I was trying to "optimize". Needed to reinstall the OS.
- zeitgueist, on 01/11/2008, -0/+2No *****. The consumerist is either lies or ***** half the time, and nobody ever calls them on it. Also, the computer pop up and REMIND YOU to make those disks. I agree, it sucks that they do not supply them, but thats what you get these days.
RGiuliani, on 01/10/2008, -17/+8The real trick to mind control is to pound talking points into people's heads. For example, ever since 911, things changed. Why is that? Because 911 changed everything. That's why things are different. 911, that is.
- badplacebo, on 01/11/2008, -0/+3No idea why you are getting dugg down! You are hilarious!!!
  - PhilLesh69, on 01/11/2008, -0/+4Because there are a lot of people who are afraid of being faced with the idea that their politicians have been manipulating them with fear. They prefer the comfort of blind faith in their leaders.
RavNouS, on 01/10/2008, -10/+9when in doubt... whip it out....
fadeout, on 01/10/2008, -3/+42I worked customer service and tech support for a few years, in college, and the magical solution to getting what you want: don't be a dick. It's as simple as that. Raise your voice, threaten me, etc, and if I have the ability to make your day as bad as you've made mine with the click of a mouse... wanna guess how your call is going to turn out?
- chaosium, on 01/10/2008, -1/+10Well, it's two things. Don't be a dick, and don't take the dictated resposes of the company as your only option. You're often trained to shoot people down, even if they have legitimate issues! The trick is to balance the need for a spine with the need to be kind to the grunts you're talking to.
- PhilLesh69, on 01/11/2008, -0/+3And on the flip side, if someone calls and treats you with dignity, and is kind and respectful, you will probably actually want to help them.
Blankford, on 01/10/2008, -4/+31when u get the automated voice....tap 0 0 0 0 0 0 or yell "human" until she says "im sorry, i dont understand, let me transfer you to a representative who can help." works everytime. god damn i hate those machine bitches.
- dubloe7, on 01/10/2008, -0/+12I love it when I make a call and its going through the options I just press 0. I had this one call that went something like this.
  *0* "I'm sorry, that is not a valid option, please..." *0* "I'm sorry, that..." *0* "I am now transferring you to a representative."
  goddamn lying machines.
  - lithiumsystems, on 01/11/2008, -0/+2That is exactly why I set my ACD systems to drop the call at the 3rd incorrect try :)
  - EmeraldFalcon, on 01/11/2008, -0/+0Win for you.
- jj101, on 01/10/2008, -0/+3Random quote from some woman whose name I forgot:
  
  For a list of all the ways technology has had a negative on quality of life in western society, please press 5.
  - Virgule, on 01/11/2008, -0/+2if you want to talk to someone press 1. if you want to talk to someone else press 2...
    - ryan83189, on 01/11/2008, -0/+2For spanish press one now. wtf, why are they first and why is it in english?
forknife, on 01/10/2008, -2/+25As a CSR for a major bank, I had to say that this was one of the funniest things I have ever read in my life. First of all, "supervisors" are really only the people with the most free time to get their jobs, they are in no way more experienced 90% of the time. In fact all the title of supervisor means is that they have the power to be a jerk. I could go on and on, the only tip is not to be a douchebag and people on the phone will do anything you ask
- mike17032, on 01/11/2008, -0/+3I will back this up too. I spent 4 years doing Tech support, and there is no way this ***** would fly with me. I dont give a ***** how bad you want it, you dont get to a supervisor with out at least telling me what is going on. Give the rep a chance to try and help you.
- PhilLesh69, on 01/11/2008, -0/+1Often the "supervisor" they put on the phone with you is really just the person in the cubicle next to their's. Just another grunt.
lukas88, on 01/10/2008, -1/+9What this boils down to is being really bossy. Just because she was able to walk all over a best buy employee doesn't mean it will work in all or even most situations. There is a difference between persistence and bossyness. If you have a legit issue with something, explain your point of view calmly to as many people as will listen (so it might helpful to be concise as well).

Last year I got t-mobile to send me a brand new nokia 9133 because I didn't like the color of the replacement RAZR they sent. The 9133 was more expensive, and I didn't even have to send the RAZR back. It took some persistence and talking a customer service supervisor into giving me the email of the executive office, but in no way was I bossy.

No one likes being bossed around, it shows a lack of respect. They are most likely to help you if you can simply explain your situation from your point of view in an effective manner, and get them to be on your side.
- Soofi, on 01/11/2008, -0/+1I did feel the advice being given by this 'consumerist' was a little big-headed and arrogant, but then again, she was a girl, and by her own admission, she states if you don't get a good response, get a male relative on the phone.
  
  As a guy, I think the best advice is to be firm and respectful, and very persistent. If you are dealing with a large corporation, treat the call as such, and recognize that you don't have anything against the employee personally, but you need their help to direct your call to someone who can resolve your issue. If you have a genuine and reasonable complaint, you don't need to be threatening or aggressive, just be clear and people will understand. If you get a "that's not possible" response, don't worry and persist, because anything is possible. As they say, in business everything is negotiable.
sedek89, on 01/10/2008, -2/+17i have to say because i work in a call centre i know for a fact that this is ridiculous and is not how a call progresses and would never happen outside this scenario
- PhilLesh69, on 01/11/2008, -3/+1I never thought anyone would actually admit to having such a low and degrading job.
  - sedek89, on 01/11/2008, -0/+2judging by your screen name i would presume you are a 39yr old male and by that comment i will also presume you have had a bad experience with a call centre with by no means reflects on the intelligence of the staff their. now if you will look at my screen name you will realise that i am 18 and if you can entertain the notion the people work part time jobs to get through college then perhaps one day your ignorance will fade. Perhaps even one of your children if you have them will work in one of this places and then they will have to right replies in order to shut condescending pricks like you up.
    - Soofi, on 01/11/2008, -0/+2Survival is about throwing spears at wild animals and cooking them for dinner so you and your family can eat, anytime you have an easier meal than that, is a convenience which we should be grateful for. When the next major world disaster comes and we find civilization has been thrown into the dark ages, then the reality will hit home about what are real solid values and character.. not this superficial baloney from some clown with his nose stuck up in the air.
diizy, on 01/10/2008, -0/+15Give some CSR some respect! don't ask for their supervisor if they can solve it for you. This is frustrating and will only make dealing with CSR harder for everyone in the future. (Or see forknife's comment)
"Situation that they are going to fix" - what is that? What if it's a user error? Why is it their fault if you messed up. Only use that technique if you are certain that it is their problem, eg. Faulty product/bad service.
They seriously need to change the order with numbers 5 and 6. How is CSR supposed to know that they need to fix it, when they don't even know what to think.

Always remember, those are real people on the other line. And who knows, maybe their smarter then you? Maybe they've already read that article.
(bury me for being humane why dont you)

On the flipside 7 and 8 are exellent points.
- mille716, on 01/12/2008, -0/+1You bring up a point the author of this article is completely missing, most CSR's know exactly how to help you and want to help you. I worked as a CSR for an internet and telephone company in college and I hated it when people tried to control the situation because it just made things take longer. The author thinks she's giving great advice because she gets what she wants but doesn't realize she's on the phone for 15 extra minutes. Also, we couldn't even transfer your call over to a supervisor unless we tried to resolve it first no matter how direct the caller was in asking for one.
  - wshs, on 01/13/2008, -0/+1Most CSRs don't want to help. Most want to get their average call time down, and decrease multiple calls for the same issue. Helping is occasionally a path to those two goals, but not always. Some company's CSRs will even hang up on you if you start messing up their call time *cough*verizon*hack*wheeze*.
zhepp, on 01/10/2008, -1/+1If ordering things and your unsatisfied I always ask how to cancel the order, and end up getting the best package with next day shipping
alukima, on 01/10/2008, -0/+26I work in a call center. This is complete B.S. If someone has a legitimate issue all of our reps would be able to get it solved. Asking to speak to a supervisor about something any rep could solve generally annoys them and will not help your situation.
When people call in and start being bossy I am less apt to bend rules and policies to help them.
The best advice is to be polite.
- kiwiboyus, on 01/10/2008, -0/+9What you said! I also work in a call center and I'm actually a Manager (started out as a CSR 5 years ago), and if you are a dick to one of my agents no reason other than you think it'll get you what you want I'll shoot you down end of story. If you are polite and patient if needed we'll do what ever we can to help to you out, it might not always be exactly what you ask for but it will be what is within our control. I have to admit that one of the best parts of my promotion to Manager was the ability to tell someone who was being an ***** "No, and I 'm as high up the chain as you are going." Now when I have to call for support I give those reps the same respect I want. Of course there are always some people who should be CSR's and they give bad service, if that is clearly the case by all means ask for it.
- brightzide, on 01/10/2008, -0/+4Having been there myself I agree.
  
  In some situations the OP has some good practices, being positive and using affirmative language is certainly a very good way to assert dominance. But in the case that the answer you want is not available, you will either fail or the CSR will be someone on min. wage who will crumble and you will have a negative experience to bitch about to your friends. In these cases you’ll find that any mind games will be wasted on the mindless and ultimately be for nothing.
  
  Interesting read and worthy of a digg, but take it in context.
Alfonzo, on 01/10/2008, -3/+51Alternate title:
"How to be an ***** to people on the phone"
- lougoose, on 01/11/2008, -1/+2Not really. I mean, it is very clear that you have to be polite. If you are a prick to them, they are gonna do the same. This article says just the opposite actually.
  - veloscaper, on 01/11/2008, -1/+3I disagree with you lougoose. Lougoose, I need to see you supervisor because he is gonna fix this for me. Lougose, you will get me your supervisor.....click...
    - lougoose, on 01/11/2008, -0/+1Well, I guess I see your point. Some of the stuff in the article did sound a little bit rude now that I read it again. However, that is only out of context. If you take the ones that sound rude and apply the other notes (remain calm, be polite), they make sense.
      
      Also, this is more about the fastest way to get through customer service, rather than how to be polite.
- sdmfbeer, on 01/11/2008, -0/+1i work as a CSR at a major moving rental company. The CSR can handle 90 percent of the problems, and are willing to do so. i will bust my ass off for a customer that is respectful. As soon as you start making demands and being condecending, your not going to get very far. I get paid to do a job, that does not mean you can be an ***** and think that im going to stand there and take it. ill hang up on you, and help the eight people standing in front of me that actually need my help. If i get some one calling me like that and asking for my boss, my boss is a dick.. he has do deal with other stuff and doesnt have time for you, talking to my boss will only piss you off. my advice, show respect to the CSR, state your problem, and we WILL find a solution. if you ask us to go against company policy, we may get fired. not that you care. whats this world coming to? this article just tells you what not to do and make you self look like a complete bitch/prick. this person probably has never been a CSR, she needs to understand what our day to day is like and have some consideration. i dont like dealing with customers that are assholes, but its part of my job, and i do my job. untill your overbearing, ill hang up because your not a customer then.. your an *****.
scoottie, on 01/10/2008, -14/+14. When you get a CSR on the phone, immediately ask to speak to a supervisor

best one one the list
- scoottie, on 01/10/2008, -3/+1i ahve no idea how people write this long ass replies since my session seems to time out before i hit submit on digg. but i was going to edit my replay and say that with some tweaks this one is the best one on the list since most of the time the rep tells me they need to check with a supervisor, but thats only cuz i call when i need real help and not because i didnt try every possible solution to fix it myself.
  - K31TH3R, on 01/11/2008, -0/+1In the case the CSR or tech support rep cannot solve the problem, they are trained to move it up to the correct department accordingly. The only time you should ever need to speak to a representatives supervisor is if you feel your reps specific performance or attitude negatively affected the call. If you're unhappy with something the rep has told you they can or cannot do, deal with it, because the supervisor is going to tell you the same thing.
    
    Speaking with a supervisor for an issue is a waste of the customers time, a waste of the reps time and a waste of the supervisors time, but ONLY if they're actually trying to help you. If they're not trying to help you at all, then yes, speak to their supervisor.
    
    But DON'T treat the reps like they aren't human just because you're speaking to them over the phone, because they WILL do everything they can do return the favor. Even supervisors will play along if they think the customer is a big enough *****.
    
    And yes i work for a large ISP, and yes we have a monopoly and have no moral dilemma for spoiled customers. It's unfortunate, but how we're trained. Sorry.
- K31TH3R, on 01/10/2008, -0/+5Yeaah, call into our tech support and ask for a supervisor immediately, you're not going to get one. If someone asks for my sup'v right when they call in, they're most likely not going to get it.
  Now here's a way around it, just about every supervisor available will take a "positive" call, meaning if you call in and tell the rep you're talking to that you feel they handled the situation properly and would like to be transferred to their supervisor to compliment them, you're going to talk to their supervisor, and get to the real meat of your issue.
  I've had customers try and pull that on me too, sorry, you're not going to talk to my supervisor, ever. Consider me the supervisor, because my supervisor is going to tell you the same thing i tell you, and that's that.
  Try and pull this mind control crap on me and you're going to get me mad, and you'll be further from the solution than you were when you first called. Speak with me on your issue, tell me everything you think i should need to know, and then shut the hell up and let me fix, don't EVER tell me how to do my job.
  I'll tell ya right now, this crap won't ever work on an experienced CSR or tech support, and i'm not trying to be a dick, we KNOW when these people call in, and we KNOW how to handle them.
  - K31TH3R, on 01/11/2008, -0/+2In summarizing: Bossy bitch does not pass go, does not collect $200. The customer is always right. The customer is NOT the boss.
    - Neil990, on 01/12/2008, -0/+1the whole cliche' that the "customer is always right" is complete *****. the customer always know what they WANT, but they aren't always right. very rarely, in fact, is the customer right. i work at a ISP in tech support, and just because a customer THINKS they need a service call doesn't mean they do..i really wish people would stop repeating that horribly inaccurate phrase
truman48, on 01/10/2008, -1/+6I use the Jedi choke maneuver, works every time a CSR is gasping for air.
smacksaw, on 01/10/2008, -1/+2Obviously this person has never called Clearwire. You can't mind control people who have no mind to begin with, especially when you're dealing with glorified debt collectors masked as CSRs.
subwayslasher, on 01/10/2008, -0/+6I've never worked at a call center, but I did work as an assistant manager at Blockbuster for 5 years which is similar - customer service. This article is ridiculous. There is no reason to be a dick in order for a customer service rep or a manager to help you. Like everyone else has said, the best way to go about getting what you want is to simply be nice. With late fees, whether or not I would credit it off a customer's account mainly depended on if they were being an ***** or not. For real, just being a nice person will get you a long way!
bkrishnan, on 01/10/2008, -8/+2I have a problem that needs to be solved. You'll solve it by digging this comment up. Thanks for helping me with the solution.
dubloe7, on 01/10/2008, -2/+1anyone have any suggestions on dealing with collections people? evidently I didn't start payment on one of my loans soon enough and they handed it over to a collections agency who then proceeded to tack an extra $600 charge onto a $1400 loan.
- Cmstech, on 01/11/2008, -0/+0yep, pay the bill
- dubloe7, on 01/11/2008, -0/+1would you pay if you went to buy a cheeseburger and, after eating, the bill said $602?
ashbttrfli, on 01/10/2008, -0/+2Despite what people think, you can't get what you want from CSR's whether you're bitchy or pleasant because CSR's follow pretty strict rules. Their supervisors can usually bend a little more, but ultimately you have to really high up the food chain to get any "special treatment."
blackcap, on 01/11/2008, -0/+9If anyone *told* me that I'm going to fix their problem, I'd tell them they're mistaken and have the wrong number. If they asked nicely then I'd consider helping.

Saying the sorts of things mentioned in the article may work in the US, but if you tried that here in New Zealand you'd be labeled a ***** and would be guaranteed to be flagged as a difficult customer in the system. Good luck getting any help then....
- Neil990, on 01/12/2008, -0/+1same here in Canada
Zlorp, on 01/11/2008, -0/+2the key to getting help from a CSR is simply not being angry. if you're nice, they'll be nice, if you're a dick, they wont want to help you. trust me.

Also, supervisors cant really do anything 4/5ths of the time. so demanding to speak to a supervisor will more than likely waste 15 minutes of your time because you'll have to wait on hold for 10 minutes, then you'll be told pretty much the exact same thing.

if you're reasonable, you'll get help, if you call in all high and mighty, you're going to get treated like the arrogant ***** that you are.
- NoMiT, on 01/11/2008, -0/+1At the same time most supervisors and CSRs wont hang up on you. So make it clear you will continue to call and ask for a solution. Eventually it is more expensive to deal with you then to fix the problem.
  - kita8, on 01/12/2008, -0/+1yea, then they "fire" you. it's wat my company does, but in order to cost the company more money to deal with u than fix your problem u'd have to call more than 30 times a day for a few weeks before they'd consider it, so have fun :P
zerobackup, on 01/11/2008, -1/+2People saying she is being bitchy may be looking at this in the wrong way. This is a last resort to get results after going through normal channels and being rebuffed. This is not the first technique you would use when calling for any problem, it's something to use when you have been denied any workable solutions.
jefree, on 01/11/2008, -0/+4If I'm in a position of responsibility and decision making this type of telling me what I'm going to do person will annoy. I will listen politely and there will be lots of silence on the line from me when insanity is repeated asking for the unreasonable or impossible. This is the kind of customer you DO NOT want. They will hurt you more than 10 other customers will help. This type of personality will be avoided by collegues and potencial friends just like a hard nosed sales person is avoided. I ignore people like this because they are taking advantage of common courtesy. If everyone did this kind of thing it wouldn't be a very nice world to live in. On the other hand- it can be an effective skill if the CSR or manager you are talking to does has a fear driven company management style.
Riffraffs, on 01/11/2008, -0/+6Go ahead, ask for my supervisor first thing, It gets you off of my phone and the person I'll transfer you to - my team lead, not a supervisor - gives about a 1/4 of the compensation I give in a month. You'll go to the one that I avoid when I want to ask to compensate past my discretionary limits.

I am your best bet when you call. Tell me your story and let me work on the problem. Not all problems will be solved one on call, and while I am sure you would never lie to us, a lot of people will. We can't just go by your word on what happened.

I have to not I don't work for a electronics chain, but in the hospitality industry at a the corporate level.
- Riffraffs, on 01/11/2008, -0/+1Holy crap. remind me to proof read next time I post, and not to post when I am on pain killers.
  - tiberone, on 01/11/2008, -0/+3"my team lead, not a supervisor - gives about a 1/4 of the compensation I give in a month. You'll go to the one that I avoid when I want to ask to compensate past my discretionary limits."
    
    Oh my god yes. I love it when a certain manager is in the store because the very second a customer gets pushy with me, they are going right to him and they will get *absolutely nothing* from us. I don't care how good you think you are at "mind control" because this guy will seriously dominate you completely in a matter of seconds.
razorc03, on 01/11/2008, -0/+3I had a somewhat a successful story. My power got cut off and I was able to work my way up the chain and had it turned back on, on a SUNDAY.
However, no mind control was involved though. It was persistence, patience, and politeness.
netownage, on 01/11/2008, -1/+4"Can I speak to your supervisor?"
"I am the supervisor."
"Oh."
- bxblox, on 01/11/2008, -0/+1i saw this happen once in a police station.
  
  Guy at desk: "Ma'am you have to pay the ticket or there will be a warrant issued right now and you wont be able to leave. It doesnt matter that you dont need to wear a shoulder restraint in your state."
  
  Woman: "You dont even know about this, let me talk to the magistrate, now!"
  
  Guy at desk: "I am the magistrate..."
  
  Woman: *shuts up and pays ticket*
  
  I laughed..... oh how i laughed...
- kita8, on 01/12/2008, -0/+1yup, did that today, except the guy asked for the "technical specialist", and that was me. he decided to hang up and call back, wouldn't listen when i told him we don't have static ip addresses, and it was a common problem that he would have to figure out how to get around on watever wizard was on his computer and wanted to know. it's called dhcp, dynamic ip addresses, we don't set them, the modem gives the ip to ure comp. ure a residential customer, not business class, ure not special enough to get a static ip :P
donsnyc, on 01/11/2008, -0/+8To Lona:
Whatever happened to PERSONAL RESPONSIBILITY and being POLITE? Your family bought a faulty computer (floor model, hello) and then 6 months later your family ***** it up. How was that the stores responsibility?
If you want exceptional service, go to a reputable computer store (not best buy) and yes exceptional service cost much more and get an extended warranty if you think you are careless enough to ***** it up anytime.
And by saying "No, you are going to get a supervisor for me, thank you and I'll wait" your message is, I am an arrogant bitch/prick and I have entitlement issues.
Riffraffs, on 01/11/2008, -0/+2And by saying "No, you are going to get a supervisor for me, thank you and I'll wait" your message is, I am an arrogant bitch/prick and I have entitlement issues.

We have a special transfer number for these kinds of callers. Sends them to agents with less power then we have...
lougoose, on 01/11/2008, -1/+2I won't believe this until it works on Comcast....
anothersaab, on 01/11/2008, -1/+2People don't like to be told what to do just because they are a CSR. I give this article a 2 because it's well numbered list. The rest is common sense about how not to be an ***** to other people just because you *need* something.
- coleki, on 01/11/2008, -0/+2obviously you didn't get very far. i'd call most of the list how to be an *****.
Gutterpunk, on 01/11/2008, -1/+2I worked at customer service (don't laugh. I learned a lot about people, and people skills) and I can confirm that someone who is angry but calm is far more scary than someone who is angry and shout about it. You know that someone who shout can't do much else than that, it's pretty much then end of the line for anyone who is angry, and if they ask for a supervisor you can use their shouting to just refuse, which will infuriate them even more, and they will hang up, or the obsenities that they will resort to will allow you to hang up (after due warning of course. Which just infuriate them more).
You get completely disarmed when talking to someone that is calm.
That lady's trick to just give everyone she calls what she want as a solution and hold on to it until they do is ridiculous and a sure way to just end up having to call or write to the corporate offices (which can take a couple of weeks). Of course the corp office will give you everything you want, seeing how you just cost them money when you harass their CSRs, but don't try it twice. They will not think twice about closing your account if your repeated calls cost them more than just dropping you.
Also, the Consumerist sucks.
Cadamori, on 01/11/2008, -0/+3Breaking news dickwads: Asking to talk to a supervisor will only get you another agent. Supervisors are too busy to deal with you most of the time, In fact it will only infiurate me further and i will NOT help you.

"Before you call, outline the situation for yourself, and decide how you want it solved" No, ***** you don't get to do things your way, we'll tell you what your choices are and you'll have to pick one.

"If the supervisor insists that your solution is outside of policy, ask for the full policy" Yeah. Not gonna happen.

"Calling Corporate". We will laugh in your face if you ask to do this. Literally.
- m00kie, on 01/11/2008, -1/+1Cadamori, I guess you're a badass cause you're a CSR ... now who's laughing, jackball
hughgilmore, on 01/11/2008, -2/+6This should be called 'How To Act Like A ***** 101'
- 2oonhed, on 01/11/2008, -0/+3exactly.....as soon as I hear, " you are GOING to blah bla bla bla"......I start looking for the perfect time to hang up. I do not get rewarded for helping people. But I DO get penalized for long handle times. My only goal from the beginning of the call to the end, as per my supervisor is to get people OFF MY PHONE. If the customer is going to burn up the handle time I have available for them telling me the life's story or by telling me everything EXCEPT the answers to my questions......then you can be sure that customer is not going to get single call resolution from me.
HELLKRZR, on 01/11/2008, -1/+13Now for a little dose of reality:

1. Always maintain a calm, collected tone.
A. I agree, so please don’t call me anymore saying things like “All y’all need for to be giving me a new phone, cuz I done dropped mine in the toilet and ain’t none of you told me it wudden water proof”

2 . Before you call, outline the situation for yourself, and decide how you want it solved.
A. An additional bonus would be to call the service provider, not the manufacturer to make changes to your account, perhaps once you write your question down and read it back you will take the time to ponder why Samsung would be in charge of AT&T’s billing dept?

3. Always get the name of the person who answered the phone, even if you speak to them for only a moment.
A. Get an incident number instead, this makes sure the agent logs the call and I can read your history, you would be surprised how may people called John or Dave work for our centers throughout North America, their name means nothing to me and if you tell me what “Dave said” and I don’t see a log number to back it up, then it never happened.

4. When you get a CSR on the phone, immediately ask to speak to a supervisor.
A. If you do this, be prepared to provide information on who you are & why you are calling, our supervisors will not take the call without this info & we will be instructed to disconnect you. You can call back, but then we make a game of it, we laugh our asses off, and get to put you on hold for ages, which is great since when your holding, I get to put my feet up for 15 mins, while we all talk about what an dumbass you are then I drop the call.

5. Once you are connected with a supervisor, introduce yourself, and then inform the person that you have a situation that they are going to fix.
A. When I take a sup call and I hear “you are going to” your shot at getting what you want just dropped to 0%, It’s my call if I make a special case of you and help you once your outside your warranty, I am not obligated to do so and will be patted on the back by management for handing out as little in the way of freebees as I can, so if I am in a ***** mood, you are Donald Ducked my friend.

6. Explain your situation in a calm, even tone. Do not pause for them to respond until the entire situation/story has been told.
A. Please only pertinent information, I don’t care about your family, Job or sick dog, I normally hit mute and go back to reading Digg while you flap your gums, if you talk for more than 60 seconds, I tune you out, my answer will be the same regardless.

7. If the supervisor insists that your solution is outside of policy, ask for the full policy.
A. Our full policy is 25 pages long and is available online or you can request a copy by snail mail, but unfortunately you agreed to the policy as part of the TOS when you purchased the product, you my not like it, but it’s nice and legal now.

8. Listen carefully to the policy, then scan your list for solutions that fall within it
A. "So, how are we going to resolve this issue?" It’s resolved as fare as I’m concerned, your SOL, have a great life, bye!

9. At this point the person should be working with you for a solution. Continue to keep a calm tone until you reach an acceptable solution
A. Lets agree to disagree, I was willing to go outside policy for you, but you pissed me off, so now you get nothing, you can email corporate with your concerns, they will send you a generic form mail restating the policy.

10. You SHOULD now have a solution
A. You do have a solution, it’s called “You are *****”

11. If longer than the specified time goes past and the solution has not gone into effect, call the same number and ask for the person by name
A. Good luck with that, most call centers have a high turnover because we hate dealing with *****, people rarely stay long and those that do just don’t care enough anymore.

*Calling Corporate
12. Keep your tone even. Introduce yourself immediately and ask to speak to a person who can solve your problem
A. Sorry they don’t accept calls from the public, email only, again look forward to a generic form mail restating the policy.

13. When you are connected, introduce yourself again. Repeat step 6
A. Ahhhh the circle of life.
- m00kie, on 01/11/2008, -5/+2great career dude. i bet you're proud. Let's see, when I grow up, I want to be in charge of a bunch of csr lifelosers .... yeah,
  
  # 14. I realize my life is purposeless so I ***** with people because it's not really my business in the first place, but some corporation whose dick I suck 40 a week.
  - Spacemanspif, on 01/11/2008, -0/+4In my experience working phone customer service. VERY few people WANT to screw a customer. Unfortunately, our abilities are limited by corperate headquarters.
    People who don't like customers are not around very long. People who are there the longest are much more likely to enjoy the job, and be helpful to the customer.
  - Puck01, on 01/11/2008, -0/+2M00kie,
    
    I can guarantee that more than half of CSRs that you may talk to in your life would rather be doing anything else but. Do you think we enjoy the constant barrage of foul language, threats, and ***** treatment we get from people like you? We probably hate the company and their stupid policies more than you do. You may argue that's the job we chose but it doesn't mean we have to bend over and take it from inconsiderate pricks like you.
    - m00kie, on 01/12/2008, -0/+1I'm always polite to the people I call who work for companies that I'm a customer of. But when people talk about ***** with customers, then they are the real pricks.
- Spacemanspif, on 01/11/2008, -0/+1I used to be a CSR for Dell (both Home department, and Small Business). And I agree with HELLKRZR. Here is a bit more:
  #4: We were required to bring up a customer's account before any supervisor transfers. We are also required to try to help. If you explain the problem to us we are often able to help (if you have called about this before then you already know we can/cannot). If what you are asking is clearly out of what we can provide, we will often offer what we can. If this is not acceptable then request the supervisor again. If you have spoken to use before about this issue give us the CALL LOG # or CASE #. This is often provided at the end of the call, but not always, as we can take a few minutes after the call to complete the log before we get the log #.
  #6. For GODS SAKE keep it short! Most long explanations can be boiled down to 3-5 sentences. When, after your long explanation we say, "So you're saying that your ____ is ___ and you need ____?" Then that one sentence is all we would have needed in the first place.
  
  #7: CSR were authorized +- $100 in concessions per customer. Supervisors COULD concession the whole purchase price but they won't. They have bosses too (no, you can't talk to them, they have nothing to do with Customer service, they only monitor the sup's numbers and make sure they aren't giving away free computers).
  
  #11. Dell has multiple call centers across the US plus foreign ones. You will never talk to the same person again. We had no ability to transfer to another rep (this may have changed since 5 years ago). Call centers have ZERO contact with each other, just instructions from Dell Corporate.
  DO NOT THREATEN legal action or better buisness bureau action or the like. As a CSR we will feel no personal effect from your actions, we follow what we are able to do for customers and what we do for the company (in my case DELL). We don't care, and it will not help. In the case of threatened legal action, we provide the DELL legal address, and then clam up. The call log will read: "Customer threatened legal action, provided legal department address. Call complete"
  If you talk to the same person again, it will be because they called you.
  
  *Corperate: Won't help you. Very Very few exceptions. I hope you know Michael Dell's MOM, and have her call on your behalf.
  
  In my 1 year with DELL: 1-2 Supervisor calls per day (8hr shift). About 1 in 5 got something from getting a manager. 4 of 5 people who requested a manager before talking to me could have been completely helped by me, and got EXACTLY what they were looking for. Occasionally, however, the only solution can only be provided by a manager. We can NEVER suggest speaking with a manager, but if we seem VERY happy and fast to transfer you, then you made the right decision. If we say "the manager will tell you exactly the same thing" we are not lying.
  I liked working there for customer service (I left because I was often tardy and about to be fired, not anything else). I would help everyone the best I could, angry/swearing people did not bother me so much as made me laugh. When I helped a customer I felt very good about myself at the end of the call. I tried to get that on every call wherever I could.
  I got repeat calls from the same person about 3 times the entire year (out of an estimated 10,000 calls (high average of 10 minutes per call)). The chances of you talking to the same person is very low.
HardChargerxxx, on 01/11/2008, -0/+0Won't work for Verizon. Those DUMBASSES cannot even connect callers to the correct department. Verizon is THE WORST!
zeitgueist, on 01/11/2008, -0/+3As usual, Consumerist *****. "Disk Cleanup deleted system files" *****. "She was never told she needed to create that disk" *****. They have software that specifically tells you to do this, as well as documentation included in the box. Her fault for not knowing this. Hardly anybody questions these anecdotes people tell on that site. Like they're going to mention that they were being stupid and probably deserved whatever treatment they got.

As for the ***** about not talking at all to the low level employee, and telling people what they will do....thats rude as *****. She's lucky that the supervisor she got was a pushover.
chaoscode, on 01/11/2008, -0/+1I work for Dell and if you were to do this. you would end up getting flagged. Thats not a good thing :P
MrMischiefVIP, on 01/11/2008, -0/+3As a CSR, if you ask for my supervisor you're going to get the person who approves my time off and tells me when my breaks are. What is this person going to do for you that I can't do? Unless one of my coworkers have offended you in someway, there is no reason to ever speak to my supervisor. This isn't going to be the case with every company, but start out with whomever answers the phone first. Give them the opportunity to do their job.
coleki, on 01/11/2008, -0/+4LONG COMMENT WARNING
I also posted this on the source site.

I am what you would call a customer service representative. I work in a call center for a financial institution. I would like to respond to this article, because I can sense that this article was written out of an unfortunately cultivated cynical mindset toward corporate business. I’m not saying that the mindset is without reason or unjustified, only that it can really be nothing but harmful to doing business effectively.
Keep in mind that I, working in a call center, receive numerous calls every day. Something I have quickly come to realize is that I am much happier to help a happy customer. I know that is hard to do sometimes, because usually when you need to call, you have a problem. However, if you really want to “mind control” someone, my basic suggestion would be this: act happy. Another thing I have quickly come to realize is that one person can call me up, be extremely satisfied, and call me an angel. The very next person can start the phone call by calling me names. Nothing about me has changed in the intervening moments, so am I likely to be phased? No.
Below I’ve given some responses to most of the points in the article. If you don’t want to read the point-by-point below, here’s a basic bullet list of my points:
- Be, or act, happy. You might be surprised how your CSR will match your mood.
- Sometimes, the CSR can’t actually help you. For example, I cannot transfer funds between bank accounts- that has to be done by a qualified teller or personal banker. Also, you’d be surprised how many times customers call me asking me to do something that is blatantly illegal (not just against policy).
- Trying to intimidate a CSR will probably not work, unless you’ve got “the new guy”. CSRs and their supervisors work with customers on the phone every day. They know the stresses it involves, and they are not likely to get in trouble over one upset customer.
- Don’t assume. Specifically, don’t assume that you know the internal structure of an organization by immediately asking for a supervisor. For example, my supervisor doesn’t even work in the call center.
Ok, here we go with the long reply:
1. Always maintain a calm, collected tone
Keep your voice even, keep your tone low, and do not lose your temper. If you find yourself getting upset, place the person on hold for a moment, take a slow, deep breath, and pick the phone back up. If they have hung up on you, mention it when you call back.
This is an excellent idea. Nothing wrong with staying calm; in fact, we’d prefer it.

2 . Before you call, outline the situation for yourself, and decide how you want it solved
Write down several options you would be willing to accept, and keep the page in front of you when you call.
This is also an excellent idea. This will undoubtedly aid both you and the representative.

3. Always get the name of the person who answered the phone, even if you speak to them for only a moment
Write the name down, as well as any other person you connect to. Keep notes of who said what.
Nothing wrong with that, though I’m sure some companies make it a policy to avoid giving out names for the security of the employees (for example, if a customer fails to follow #1 ;) )

4. When you get a CSR on the phone, immediately ask to speak to a supervisor
When/if they insist that they can help you, keeping your tone low and even, state again that you need to speak to a supervisor. Not want, need. If they again insist, state in a clear and calm, low tone, that they WILL connect you to a supervisor, now. Do not yell, shout, or raise your voice or tone. "No. You are going to get a supervisor for me. Thank you. I'll wait." Say "thank you" immediately. Do not wait for them to answer your request first. If they again insist, hang up immediately. Call back. If you get the same person, make the request again, and if they again refuse, hang up, wait one hour for a shift change, and then call back. Do not give the initial person your name. They do not need it.
This I have to disagree with. If I transferred every call I received immediately to my supervisor, I would be out of a job (that kind of has two meanings… 1) that my supervisor would quickly become upset and fire me, and 2) that my entire purpose of coming to work would be moot). My supervisor doesn’t even work in the call center, so it makes no sense to ask for their assistance. Assuming that you know the internal structure of a company is rather naïve.

5. Once you are connected with a supervisor, introduce yourself, and then inform the person that you have a situation that they are going to fix
Do not say "that you need to fix" or "that I want fixed" or "that I need fixed." You know they will fix it. "I have a situation that you are going to fix for me today. I appreciate your patience." If they say they will try, state again that you're sure they will fix it for you. "No, you'll fix it. Don't worry." Reassure THEM. It will confuse them enough that they will allow you to explain your situation.
This will get you absolutely nowhere, and will in fact be detrimental to your goals. Being rude to someone is simply going to increase the chances that they will be rude back to you. Being polite will, coincidentally, increase the chances that they will respond politely.

6. Explain your situation in a calm, even tone. Do not pause for them to respond until the entire situation/story has been told
Simply tell it as if you are dictating a letter. Once the entire situation has been explained, do not pause. Immediately give them the first option of how it should be fixed, in a simple, declarative sentence. "...this is the situation as it stands at this moment, and the reason I am calling. So what you will be doing for me today is..." or "..so what we need to do today is..."
That’s fine, as long as you don’t mind when they say “Ok, I’m actually not in the ____ department, so you’ll need to explain your situation to someone who is qualified to help you. I’ll transfer you now.” Saying “I have a problem with ____” is much more effective for getting you to the right place than telling your 10 minute story.
7. If the supervisor insists that your solution is outside of policy, ask for the full policy
Do not accept "It's just not policy to do this." You want a full description of the policy. This does not mean twenty pages, faxed. A simple description of the section they feel affects your situation is what you need from them. IF they again simply say "It isn't policy to __", you say "That isn't a policy. What, exactly, is your policy in this situation?" If they refuse to give you the policy, ask for their supervisor, or a corporate number - if you choose to or must call corporate, refer to *A - however, this will most likely not be necessary. If they give you the policy, continue to step 8.
Not everyone is a lawyer. Not everyone has scripts to read from. Not everyone has had the full legal reason for a policy explained to them. You can certainly ask to speak to someone who is familiar with the policies, but don’t expect anyone and everyone to know everything.

8. Listen carefully to the policy, then scan your list for solutions that fall within it
If none of your solutions fall within their policy, inform them of your viable choices, and ask them how they are going to solve your problem. Do not ask if they will. Ask how. "So, how are we going to resolve this issue?" not "Isn't there anything you can do?" or "there must be something you can do." There is always something they can do. Do not ask. It is fact. If they inform you that there is nothing they can do, again ask for their supervisor or a corporate number.
This is actually an excellently diplomatic phrase. I have no problem with it.

9. At this point the person should be working with you for a solution. Continue to keep a calm tone until you reach an acceptable solution
Be sure to refer to the person by name at least twice, to make sure they know you remember it. If they say they will call back, ask for their direct line. If they do not have one, again ask for their supervisor or a corporate number.
I suppose you can do that if you want. I have personally heard several times when someone speaking to me tries to insert my name into their sentences, and it just sounds awkward and broadcasts their obvious intentions to intimidate me. It doesn’t work, because I know that my job is likely not in jeopardy because of one customer.

10. You SHOULD now have a solution
Write down the details, making sure to read it back to the person on the other end of the line, and make sure to repeat their name, as well as writing it next to the solution that has been reached. If it is not an immediately solvable problem (returns, or delivery, etc) get a time estimate. "And this will be here by....". You can, at this point as well, ask for a direct line, in case you have issues and need to speak to them again. Then thank them for their time and hang up.
There is nothing exactly wrong with this tactic, either. It employs good communication practices. Just be careful not to sound presumptuous here, either.
11. If longer than the specified time goes past and the solution has not gone into effect, call the same number and ask for the person by name
If this person is unavailable or does not exist (there is always the chance) go back through your notes and ask for the person you spoke to immediately previous. Throughout this conversation remember to keep your tone calm and even. If the person you spoke to is unreachable, again, ask for a supervisor, and then immediately ask that supervisor for a corporate number. If the supervisor offers to help you, you may either attempt to work with this person, or simply call corporate.
This is generally ok. Again, be careful about assuming you know the structure of the organization.
- sdmfbeer, on 01/11/2008, -0/+2this was written very well, i wish i would have written this, i agree whole heartedly.
  - coleki, on 01/11/2008, -0/+1thanks. i apologize for the bad editing. i was writing my response in word and it looked a lot better there. i didn't notice how bad the formatting was until it was too late to edit.
    - kita8, on 01/12/2008, -0/+1yea man, i posted similar, but different kind of csr. seems we're all on the same page (makes sense). good post
NoMiT, on 01/11/2008, -1/+1This stuff works. Not that I think I am the cause of Xbox warranties being extended I did spend 30+ hours on the phone doing exactly what the article suggested after the 2006 Live Fall update bricked my console. Then two days before they officially extended the warranty I got a call saying they would fix my free of charge.
fazeman9, on 01/11/2008, -0/+2Try using this method for Sprint Customer service from the Philippines. I was on the phone with them over a simple bill problem over 30 hours (once 5 hours in one sitting!!)....You'll be ***** a brick if you try holding your temper!
obxjdt, on 01/11/2008, -1/+1This is grade "A" advice!
I use most of the tactics, some I haven't yet. To put it in a nutshell, you get more love with sugar than sh!t.
How do you react when someone is hostile towards you? That's the same way the person on the other end of the line acts when your hostile to them......
GayMafiaKingpin, on 01/11/2008, -0/+1A lot of that advice is actually quite horrible. I've been on both sides of the situation during customer service calls. The advice given here would be more likely to get you horrible service than anything. With the companies that I worked for, a lot of threats from customers would just cause the reps to mock you while you were on hold, or put you on "penalty hold". If you outright demand to speak to a manager without telling the CSR what your problem is, they'll likely just tell you that the manager isn't available right now and the CSR will take your contact info. In the meantime, you'll be waiting a long time for a call that may or may not come. However, if you weren't such a dick or a bitch, and had told the CSR what your problem was, it may have gotten fixed.

The problem is that soooo many people try these tactics that most companies have made it difficult for the reps to even transfer a call to the managers without getting chastised. You being a bitch to the CSR and demanding to speak to a manager without even explaining why annoys the CSR, for no good reason, and gets them in trouble with their manager.

Another problem.. if you threaten to cancel your service, depending on the company's employee loyalty (in call centers that's nil) you'll get an employee that will call your bluff and say, "okay," and will proceed to cancel your service.

Many CSRs are bitter. They get treated like ***** by "entitled" customers and by management, on up.

Personally, when I was a CSR, I provided above-and-beyond service to those who treated me well when they called in. To those who made immediate demands right at "Thank you for calling..." my fellow employees and I would simply do whatever we could to get you off the phone. Like it or not. We had heard it all before and knew a bluff when we heard it. We, as CSRs, didn't really care if you canceled you services. All calls were logged so if you told me something about your previous call into support which conflicted with the case notes you lost all credibility. Claims of being hung up on are ignored and/or chalked up to phone glitches. Rarely were they followed up on.

Of course, it could be that the company I worked for had poor customer service practices and treated their employees poorly. Employee loyalty isn't quite so Comcastic, after all.

I'd suggest that the old adage that you can catch more flies with honey than with vinegar, holds up pretty well most of the time.
- GayMafiaKingpin, on 01/11/2008, -0/+1Oh, another thing. If you call technical support regarding computer problems, ISP issues, etc., it will only waste your time to immediately demand a supervisor. The supervisor knows less than the new-hires do about technical support. They do the scheduling, managing, and metrics, etc. When you call and speak with a technical support rep, then demand to speak to a manager, he/she will listen to your bitch and moan while he/she plays online games or watches YouTube, then the manager will find a technical support rep to actually help you. You could have skipped the wasted time on hold and just dealt with the person who could actually help you. Contrary to popular belief, many CSRs actually want to help you, as long as you aren't a demanding bitch.
  
  And yet another thing... some places, such as Comcast, have fake supervisors which are referred to as Supervisors in Training, or SITs. The SITS are simply reps who have been taken off the phones as far as just handling calls all day, and they do some of the metrics and field "Supervisor Calls" for the actual supervisors. They have no real authority and will do pretty much the same things that a regular rep will do. The only difference is that the customers thinks they are speaking with someone with authority so they feel satisfied. It's an interesting little trick.
Comanche, on 01/11/2008, -0/+3This will work ONLY if the company has not outsourced their support. IF they have this will NOT work. I can tell you as an person who works at an outsourcing call center (almost 9 years) that agents are trained to control the call. The agents I know would PWN the ***** out of anyone trying this. And if you think your getting a supervisor....your not....your sent to an "escalations team".

Works for in house support, not oursourced support.
- Neil990, on 01/12/2008, -0/+1yeah i work for in-house support for an ISP, and this doesn't work. we can smell someone trying to be manipulative a mile a way. telling me what i am going to do will only get you closer to a "dropped call" than a supervisor.
ph33rm3, on 01/11/2008, -1/+2I work at a call center and for the most part this would work but it definitely needs some tweaking. If you were to use this process step by step, you will most likely get your problem resolved but you'll also come off as very rude and disrespectful. Just be friendly and courteous, don't raise your voice and you will get all the help you need there's really no need to bother the supervisors if the CSR can do it for you, most supervisors are already busy enough with ACTUAL problematic people without having somebody who "works" the system just cause they're impatient and "need" to talk to a supervisor
Jolos, on 01/11/2008, -0/+3What a Fing ass! Immediatly asking for a manager is a pretty douche bag thing to do. A sure fire way to get sent to wait/transfer limbo.
25cents, on 01/11/2008, -0/+3i can 100% assure you that this absolutely will not work for every company. there are CSR's with stronger wills and more intelligent minds than anyone attempting this 'method'.
- Nougat, on 01/14/2008, -0/+1You only say that because nobody ever calls you saying their gay porn was defective.
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HOWTO: Mind Control Customer Service Reps

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