GranTurismo posted...
oh really? like what percent of them would you say are pretty bad though? like you are a guy who takes complaints from customer bad experiences at a mcdonald's or something similar?
For me, I'd say around 1-2%, are bad ones. I will say it's a higher percentage with my current client due to the nature of the client and what we sell. Tgat makes people get a little more wound up. Overall, most people are alright, maybe a little pushy or greedy, but for the most part easy to deal with. For myself I get far less hostile people because ai generally have a calming and empathetic demeanor, and people can tell I want to help and know how. People pick up on that.
Most of the stuff we deal with in escalations are things the front line agents could have handled but they either didn't know how or the customer wouldn't let them because they think a Supervisor has more abilities, which we do, but not as much as they think. Our main advantage is experience on what levers to pull and ability to think outside the box.