Liz Jacob

What is the first thing an agent should do when a customer asks for a Supervisor?

• Ask why they need a Supervisor

• Escalate immediately

• Acknowledge the request calmly

• Tell them no Supervisor is available

Why should you ask for the reason behind the customer’s request?

• To argue your authority

• To delay the escalation

• To determine if you can resolve the issue or better prepare the Supervisor

• To make the customer feel bad for escalating

Which of the following responses is appropriate when acknowledging the request for a Supervisor?

• “I don’t think that’s necessary.”

• “Why do you need to talk to them?”

• “I understand you’d like to speak with a Supervisor, and I’m here to help.”

• “Let me check if they’re even available.”

In which of the following situations should you escalate to a Supervisor? (Choose the best answer)

• You don’t want to handle the case

• The customer is being rude

• The issue is beyond your scope or authority

• You’re about to go on break

What should you do while the customer is waiting for a Supervisor?

• Stay silent

• Reassure them and keep them informed

• End the chat

• Say, “You need to wait like everyone else.”

Which of the following is an example of what you should avoid when a customer asks for a Supervisor?

• “Let me see how I can help you first.”

• “I’ve coordinated with the Supervisor.”

• “I can handle this without a Supervisor.”

• “May I know more about your concern?”

What is the best response if no Supervisor is available at the moment?

• “You’ll have to try again later.”

• “We’re busy. Just wait.”

• “Our Supervisors are currently assisting other customers, but I will raise this and ensure someone gets back to you as soon as possible.”

• “Sorry, can’t help you right now.”

8. True or False: It is acceptable to sound defensive if the customer is being unreasonable.

• True

• False

Scenario: A customer says, “Let me speak to your Supervisor. You don’t understand me.” What is the most appropriate next step?

• Transfer to the Supervisor immediately

• Respond calmly, acknowledge their frustration, and ask for the concern to try and assist

• Say, “I’m trained for this. No need for a Supervisor.”

• Ignore the request

Scenario: You’ve done everything you can, but the customer still insists on speaking to a Supervisor. What should you say before transferring them?

• “Fine, I’ll escalate it even though it’s not necessary.”

• “Okay, but they’ll just tell you the same thing.”

• “Thank you for waiting. I’ll now escalate this to our Supervisor. Please allow a few minutes.”

• “They’re probably too busy, so I’ll see if they even respond.”