It’s Easier To Play The Game When You Know The Rules

I am a very forgiving and flexible person who lets go of a lot, so to have to ask for a supervisor is a big deal for me. In this call, the customer support was so bad that I ended up asking for one.

The customer service representative had me on hold for about five minutes before he came back.

Representative: “Unfortunately, all of my supervisors are busy and I don’t know when they will get around to helping you. And seeing as I did resolve your issue today…”

Me: “I used to work in a call center and I understand a bit about how they work. Do they track your metrics?”

Representative: “Excuse me?”

Me: “Your metrics. Do they track how long you are on calls with customers and how long you have them on hold?”

Representative: “Yes, ma’am.”

Me: “Okay, so go ahead and put me on hold until you can get me a supervisor.”

Representative: “All of my supervisors are busy at the moment, and I don’t know when one will be available, and since I did resolve your concern…”

Me: “Don’t worry about how long the wait will be. It won’t inconvenience me; I have all night.”

I was put on hold for maybe a minute before I had a supervisor.