One of the main responsibilities of my job requires me to speak with customers who request to speak with a supervisor or manager, and most of the time, the reason why they ask to be transferred to us is because the representative they spoke with wasn't able to do what they wanted.
Once we take the call, they again ask the same thing from us. And since we are following the same procedure and guidelines with our representatives, we tell them the same thing that we were already told - that we cannot do what they want us to do. Some people would understand, and some people just wouldn't.
After they are declined by the representative and myself (or another supervisor), they will again ask for someone higher so they can again insist on getting what they want. Other people just don't understand the word NO. They would want to speak with someone else until they get what they want, throwing in some threats and dropping some names every now and then. Duh! As if threatening to cancel their account or mentioning names of powerful people can make any difference.
Once we take the call, they again ask the same thing from us. And since we are following the same procedure and guidelines with our representatives, we tell them the same thing that we were already told - that we cannot do what they want us to do. Some people would understand, and some people just wouldn't.
After they are declined by the representative and myself (or another supervisor), they will again ask for someone higher so they can again insist on getting what they want. Other people just don't understand the word NO. They would want to speak with someone else until they get what they want, throwing in some threats and dropping some names every now and then. Duh! As if threatening to cancel their account or mentioning names of powerful people can make any difference.
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