Real-Life Decision Making -- Solution
You have the customer transferred to a manager.
The customer keeps telling you the same story over and over again. It seems there is nothing you can say to convince him that this will not happen again. You have used all of your training from the workshops you have taken in dealing with clients such as this, but to no avail.
You pass the call on to your manager, or supervisor. "These are times when [the telephone operators] direct the person to me," says operator Patty Jobs. "It seems that when they hear that I am a supervisor, they calm down and usually will accept the same answer as they received from the students."
You transfer the call, making sure you make it clear that this will be the last time the caller will be transferred. You also make sure you give him the name of the manager, in case he is cut off.
"Usually, the times I direct the callers to a manager are when they go on and on and will not accept what I'm telling them. Generally, we let them tell their story, showing empathy, but try not to let them go off the subject," says Jobs.
"The best thing to remember is that these people are not mad at you personally. They are mad at the situation. Do not get angry back. This may be hard for operators who don't have the experience yet."
This is another reason that the best decision would be to transfer the call to the manager. The caller will get the most experienced operator. They will also feel they are being heard.