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--- reasons:manager [2025/07/04 16:37]
216.73.217.3 old revision restored (2025/06/13 21:10)
+++ reasons:manager [2025/07/04 16:40] (current)
216.73.217.3 old revision restored (2025/06/13 21:14)
@@ Line 1: / Line 1: @@
 ====== Wants to speak with a manager or supervisor ======
-Sometimes a customer will request to speak with a manager. As we are a small team, we do not have a supervisor on standby to take calls. You should encourage the customer to work with you, or give the email address to reach management.
+Sometimes a customer will request to speak with a manager/supervisor. We are now have a supervisor on standby to take calls but you should encourage the customer to work with you.
 **Do not ask the customer to call back.** We will still have to deal with the issue eventually but now the customer is more likely to dispute the charge with their bank.
-**Talk Track:** //I am the supervisor for this shift. I am happy to assist you with this issue right now.//
+**Talk Track:** //Unfortunately, my supervisor/manager is currently unavailable, if I could transfer you, he will just tell the same thing. All he can do won't be further than I can as we are all following to the T&C.//
 If the customer continues to push:
-**Talk Track:** //My manager can be reached via email at escalate@dialcustomersolutions.com. Again, the fastest way to resolve your issue is to work with me now.//
+**Talk Track:** //Let me check if there is someone available.//
+__HOLD and approach the manager on board, tell him the the issue and what actions you have made.__
+**Talk Track:** //Thanks for holding. Stay in the while I transfer your call to the manager/supervisor.//
+**__NOTE:__** If the manager (Jay) is not available Senior Agent (Rey) can take over the escalations, he can say he is the Officer-In-Charge.

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