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--- reasons:manager [2025/09/16 15:02]
216.73.216.115 old revision restored (2025/07/04 14:05)
+++ reasons:manager [2025/09/16 18:34] (current)
216.73.216.115 old revision restored (2025/09/16 15:03)
@@ Line 1: / Line 1: @@
 ====== Wants to speak with a manager or supervisor ======
-If another agent is available, you can check to see if they are available to take over the call.
+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.
-If no one is available:
+**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 sorry, my manager is not available at the moment. I am happy to assist you right now though.//
+**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:** //You can send an email to [email protected]. 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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