No, we’re not talking about moving from politely asking to screaming. But when you keep hitting the same dead end with a customer service complaint, Consumerist suggests a routine for getting your questions further up the chain.
The tips come from an AT&T representative and were spurred from a specific complaint about double charging, but they’re a nice reinforcement and specific example of being a better customer to get better service.
Our reps are trained that escalation is part of the process, and they are explicitly instructed to escalate every time it’s requested.
Each time you call, make note of the rep’s name and the time and date you call. If you ask to be connected to a supervisor and you are not connected, hang up and call back in, THEN IMMEDIATELY ask to speak to a supervisor. We want to know when our protocol isn’t followed, and we want to resolve your issue.
Being careful not to sound too too rude is important, as angered employees are likely to leave angry notes. But procedures and elevation requests are good reinforcement to keep in mind when trying to solve a matter over the phone.