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Sample
Script
>>What
to say to the customer who demands to speak to a
supervisor
IMPORTANT
NOTICE: The information contained on this site is
meant as general information only. It should not be used
as a substitute for legal or professional
advice.
-
Use
the USA Method to diplomatically respond to the
customer who demands to speak to a supervisor...
-
Understanding
Statement:
“I
respect your need to speak with someone in
authority.”
Situation:
“My
supervisor is counting on me to do my job and
resolve problems our customers encounter. Will you
please give me an opportunity to try to solve the
problem before we go any further?”
Action:
"If
after speaking with me, you are still unhappy,
I’ll immediately connect you with my supervisor.
How does that sound?”
In most cases, when you demonstrate empathy with an understanding
statement, explain the situation, and tell
the customer what you can do, you will appease
the customer.
You
will be effectively and politely saying no without
causing resentment. When you say no using the
USA
method, you will find that fewer calls have to be
escalated to your supervisors and that you are more
confident in your response.
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