When a customer asks for a supervisor, do these

Here are 5 reasons why customers ask to talk to a supervisor and how you should handle each scenario as the CSR (Customer Service Representative). This will help you decide when AND when not to deescalate a sup call.

[jerrydelrosario]

I'm currently working as a call center agent, almost 1 year and recently discovered this channel.
I've learned a lot in this channel and I've applied it on every calls that I received everyday. I'm not also a 100% magaling sa english, may mga grammar lapses pa din and yung english vocabulary ko hindi pa din ganun kadami. Dito ko nakita na madami pa ko need i-improve. Thanks Sheena for this wonderful channel ! Keep it up you're a big help especially for those people who wanted to work in a bpo.

[allenearamaemoreno]

whenever I encounter a rude and irate customer asking for a supervisor right at the start of our call and wouldn't disclose the issue, I always told them that I can't transfer them to a supervisor unless they told me the problem. "Sir I have a protocol to follow and I need you to respect them" in a firm tone, "I can look for a supervisor but I need to know first why you need one". they always explain what happened and thats when I decide if its something I can de-escalate or resolve.

[caliamego]

Watching this right now cause we had an account gathering with our client earlier, and everyone's smiles and efforts made me feel I wasnt trying enough, and that this industry is worth all my effort. I'll be even more passionate from now and will start with this! Thanks for these videos.

[binkyfaith]

I just started and I’m struggling badly… but I have faith I will get thru this in due time

[r.e.salitrear]

i love it when you give personal experiences to the ideas

[sheilamaeivyfernandez]

This is my first time working in a call center. I found this channel when im still on training. And i passed it because of this channel, now its my 3rd monthsary here in my call center company. Thank you so much Sheena.

[kirianiago]

this is very helpful, for 12 years working in back office in my current company, its my first time, and recently work in calls, where we handle escalated complaint-mostly upset customers. Listen, empathy, solve the problem.

[robertpineda]

Thanks for acknowledging that there are TLs who don't want to assist some of their agents. Yes, they play favorites too. What is disheartening is that some Subject Matter Experts are sometimes withholding vital information for the resolution of the call. Yes Virginia, the world is not perfect. A business setting like a call center site can actually be a concrete jungle with plastic snakes. Be wary of them and try to be on their good side.

[anthonydones]

I appreciate the way you help the reps get through their calls

[jenniferaparentado]

This is so helpful, thanks and God bless. I'm a newbie in BPO and before I applied I used to watch your vids first and now am an agent for almost 8 months already

[mstrabajales]

Sheena, tomorrow ill graduate in my training 🥰 thank you fairy Godmother i keep in mind all of your videos. Lovelots! 🥰

[nidveltheer]

Hi, thank you for sharing your experiences and all your advices. For sure I will check and take notes from all your videos.

[solymarvasquez]

As a mentor on my campaign, I take sup calls and they send the request as soon as customer asks for a sup. What we try to do is to advise our agents what to say or do before getting in the call to see if we can de escalate the customer together. Sometimes it works, sometimes customer will still ask for a sup and that's when we go in but some of the calls I take can be solved with stating the facts with security.

[albertlaman]

I hope, I have the confident in speaking like you. Wow! such a great public speaker.

[nickmacarius]

Supervisor here. When they start yelling, I hang up. Not that I lack de-escalation skills, I just won't tolerate the disrespect nor do I think anyone else should. 😎👍

[mrriteshranjan]

*I'm not working in BPOs but I appriciate your effort and very fine detail you have shared in the video.*

[wiseharsh]

you know, I can't stop from like all your videos once I watching. you're inspiring tho. keep it up girl

[donatooo]

I'm waiting for my initial interview right now and this video hepls me a lot❤️

[carolinereyes]

hi maam sheena.. on monday is my initial interview.. I am only a high school grad but then really want this job so i study hard and learned hard..And you helps me alot..thank you...still i have a full confident that i can pass this interview..through God and by trusting myself i will got this!!!thank you

[alfaromeo]

Very interesting and informative! Thanks, Sheina.