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What do you do if a customer in a customer support interview asks to speak with a supervisor or manager?

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When you're in the hot seat of a customer support interview and a scenario is thrown at you where a customer demands to speak with a supervisor or manager, how should you respond? This situation isn't uncommon in the world of customer service, and interviewers are keen to gauge your problem-solving and communication skills. Your approach to this question can reveal a lot about your ability to handle difficult situations, maintain composure, and demonstrate your understanding of the company's hierarchy and policies.

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Oderonke Odeniyi

|| Empathic Customer Success Manager ||Forbes BLK Member|| I help business owners use Data Analysis to understand…
Mohamed Suhail CXAC (Cert),CSM?

?? Customer Experience & Success | Client Retention & Account Management | Project Management | Driving Growth in Auto…

1 Stay Calm

When faced with a request to speak to a supervisor, staying calm is crucial. Your ability to remain composed under pressure is a valuable asset in customer support. Take a deep breath, acknowledge the customer's request, and assure them that you are there to help. Explain that you would like to try to resolve the issue first, as this can often be the quickest way to provide a solution. By doing so, you demonstrate both your willingness to assist and your confidence in your own abilities.

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Oderonke Odeniyi

|| Empathic Customer Success Manager ||Forbes BLK Member|| I help business owners use Data Analysis to understand customers' needs & improve customers' experience || Educator ||Public Speaker||LinkedIn Growth Coach
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When a customer in a customer support interview requests to speak with a supervisor or manager, the ideal thing to do is to respect the customer's request and further enquire if he/she will permit you to resolve the problem (if you actually can)

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Mohamed Suhail CXAC (Cert),CSM?

?? Customer Experience & Success | Client Retention & Account Management | Project Management | Driving Growth in Auto & FMCG | Certified CX Specialist
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In my experience, when a customer asks to speak with a supervisor or manager during a support interview, it's important to stay calm and understand their perspective. Customers often seek escalation when they feel their issue is not being resolved satisfactorily or if they believe a supervisor can provide more assistance. In such situations, it's beneficial to adapt to the conversation, focusing on understanding the customer's concerns beyond just their words. While it's appropriate to transfer the call if requested, I would first try my best to address and resolve the issue to the best of my ability before considering escalation. This approach shows proactive customer service and dedication to resolving problems efficiently.

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2 Listen Carefully

Active listening is key when a customer asks for a supervisor. Pay close attention to their concerns and let them know they are being heard. Repeat back what you understand to be the issue to confirm your understanding, and empathize with their situation. This not only shows respect for the customer's feelings but also helps to de-escalate any frustration they may be experiencing. It's important that they feel valued and understood before moving forward.

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3 Assess Situation

Once you have a clear understanding of the customer's issue, assess whether it is something within your power to resolve. If it is a matter that can be handled without escalating to a supervisor, explain how you can resolve it and take swift action. However, if the issue is beyond your authority or requires managerial input, be honest about this with the customer. Transparency builds trust and helps maintain a positive relationship with the customer.

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Oderonke Odeniyi

|| Empathic Customer Success Manager ||Forbes BLK Member|| I help business owners use Data Analysis to understand customers' needs & improve customers' experience || Educator ||Public Speaker||LinkedIn Growth Coach
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If the customer insists on speaking with the manager, kindly oblige them and ensure you support them all through the process of escalation

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4 Offer Solutions

Before escalating the call, offer solutions that you are authorized to provide. This could involve troubleshooting steps, alternative options, or a compromise that might satisfy the customer's needs. By offering solutions, you show initiative and a problem-solving mindset, which are highly valued in customer support roles. It's important to communicate these solutions clearly and confidently to the customer.

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Oderonke Odeniyi

|| Empathic Customer Success Manager ||Forbes BLK Member|| I help business owners use Data Analysis to understand customers' needs & improve customers' experience || Educator ||Public Speaker||LinkedIn Growth Coach
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Encourage your customers to reach out to you whenever they encounter hitches or challenges and let them know you are always available if they need your help

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5 Escalate Appropriately

If the situation warrants an escalation, do so appropriately. Know your company's protocol for transferring calls or issues to higher management. Provide the supervisor with a concise summary of the issue and what has been done so far. This ensures a smooth transition and shows that you are thorough and professional. Remember, escalating a call is not a failure on your part; it's about getting the best possible outcome for the customer.

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6 Follow Up

After escalating the issue, follow up to ensure that it has been resolved to the customer's satisfaction. This step is often overlooked but is crucial for providing excellent customer service. A follow-up demonstrates that you care about the customer's experience and are committed to the company's standards of service. It also provides an opportunity to learn from the situation and improve your skills for future interactions.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Patricia Chapple

Associates of Applied Science (A.A.Sc.) at Johnson & Wales University
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Stay focused and claim, let the customer know that you heard their request for a manager but you want to have clarity on the main reasons for the manager request. So I can better explain the manager request.

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What do you do if a customer in a customer support interview asks to speak with a supervisor or manager?

1

2

3

4

5

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1 Stay Calm

2 Listen Carefully

3 Assess Situation

4 Offer Solutions

5 Escalate Appropriately

6 Follow Up

7 Here’s what else to consider

Customer Support

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What do you do if a customer in a customer support interview asks to speak with a supervisor or manager?

1

2

3

4

5

6

7

1 Stay Calm

2 Listen Carefully

3 Assess Situation

4 Offer Solutions

5 Escalate Appropriately

6 Follow Up

7 Here’s what else to consider

Customer Support

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