Callers Without Supervision
We are a small team with only one supervisor. The rules are very vague regarding what we should do if a supervisor is away (meeting or sick) when a customer demands to talk with one. Therefore, we usually just make a temporary supervisor on the spot one is needed.
A customer calls because they have gotten two payment reminders with an extra fee on both on top of their invoice for the order. The payment is about one month late. They are speaking to a coworker.
Caller: “I want you to take both fees off.”
Coworker: “I can only offer to take one off, if you can pay right away.”
The customer isn’t happy and after some arguing asks to talk with a supervisor. One of our slightly older and “I don’t care” coworkers takes the call.
Older Coworker: “I will not waive the fees, and you should pay both.”
Caller: “I want to talk to the first person again. She could waive one of the fees.”
Our pretend supervisor then answers:
Older Coworker: “Yes, but you asked to talk with a supervisor, and I’m not allowing those fees to be waived.”
It might be petty, but both of them agreed that it felt good to throw this back at the customer after that long call.