2 ms·
While the last part of apologizing for the "incompetent" employee is definitely too much, the supervisor escalation is a pretty good move actually. I worked in
by endymi0n 10y ago
While the last part of apologizing for the "incompetent" employee is definitely too much, the supervisor escalation is a pretty good move actually. I worked in customer support too and often times, people just want to let off some steam. We learned to not take it too personal, play each others' supervisor (with the permission of the actual supervisor, who didn't take calls) and went on to even do this strategy proactively ("well, that sounds pretty bad indeed. let me connect you to our supervisor").
Worked like a charm.
- Frondo 10y agoIt is not OK to "let off some steam" by verbally attacking a stranger. In retail stores, if someone's yelling at a front-line worker, they're likely to get thrown out of the store. These managers need to show some backbone and consequences to angry assholes with poor impulse control, and throw them off the service if they treat the staff poorly.