Two main reasons for customers to ask for a supervisor: a) Customer doesn’t believe and thinks that supervisor will take OWNERSHIP. (b)Agent made customer to repeat his query more than once.
To avoid escalation: Be assertive, show empathy, listen and explain, take ownership, build trust by giving your name and Ext No. and promise for a follow up. Use these: · I personally apologise for this and will get it sorted out straight away OR I can’t apologise enough for this mistake. I will take care of this problem personally