It’s one of those customer service calls you get in battle mode for. You set out all your papers and documents, you know exactly what you’re going to ask for, you have a glass of water ready, you take a deep breath, annnnnd – but wait. What if you had one more thing, just a little more edge that might tip the scales in your favor? An article in Pyschology Today talks about the classic customer service technique of “reciprocity.” At the call’s outset,
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Call Center Supervisors Are Sometimes Fake
By 11.21.07
We all know in our heart of hearts, but sometimes when you call customer service and ask for a supervisor the person who comes on isn’t really a supervisor. We spotted these comments over at an online call center magazine where agents admit that they routinely have other agents pose as supervisors instead of actually escalating the call…
