... the escalated call

"i wanna talk to your supervisor...now!" it's a no-no for us. when we hear our customers request to speak to a supervisor...it means trouble... unsatisfied customers, bad service.

i had an experience with a man calling in requesting a force authorization.. the man.. a cardmember.. was unable to use the card at the gas station, reason for him to get irritated..he was actually travelling.. we always advise our cardmembers to call us everytime they travel.. we do have a fraud early warning system which prevents any unauthorized transactions to post in the account..with travel advisory from the CM, problems wont come into the scene..

when one is so upset... all words.. foul & censored come out from the mouth... good thing when i receievd the call, i just had my 15-minute cappuccino coffee break... ready for any kind of calls be it dark or bad. i took the call with much enthusiasm, with a very friendly tone, apologetic and sounded more than willing to help.. the customer listened to my explanations re declined reasons for transaction...

the call lasted for about 20 minutes which is so unacceptable..talk time should be 4 minutes or less to make it become an IDEAL call... the CM realized that we just wanted to make sure that the activity on the account is legit... as i was about to end the call.. he asked me to transfer the call to my supervisor.. i said it wont be necessary because i was already able to assist him and that he can further use his card anytime he wants.still he insisted to speak to my supervisor... my boss was still engaged in a call that time...i asked the CM if he's willing to wait... (i was hoping he would just give up) surprisingly, he stayed on the line.. the CM badly wants to talk to my supervisor... i advised him to call after 30 minutes... "NO" was the response i got.... he got my name & employee ID... i had no choice but transfer the call to my boss...

as per cm's request.. i transferred him.. here's what he said...."i just wanted to tell you how much your rep helped me out today. i couldnt figure out what to do, but he said..'i'll take care of everything'. i was pleased with his response and i could understand him. give that boy a raise! - M.Cadenhead

that's it!.. i cant believe it.. just when i thought i'm doomed... it turned out the other way around.. next thing i know.. my name flashes on the all 5 plasma screens scattered around the floor/work station..... " COMMENDATION CALL"

hope i can keep it coming..