Right.
There is always a higher supervisor or boss.
One time, dealing with a customer service guy at a company that sells software, he would not help with an order ‘they’ screwed up. I asked to speak to his supervisor. Transferred to a female who would not help. I asked to speak to her boss or supervisor. She responded, “I don’t have one” and she hung up.
Okay. I called the corporation headquarters in another city and requested to talk to someone regarding the problem. I reached the VP’s secretary and briefly explained the problem to her. She said the VP was not in at the moment but would relay the message. Within an hour the VP called me. I explained the situation with dates of my calls to CS and names of the people I talked to during the month I was trying to get the situation resolved.
The VP said, “give me 30 minutes and I’ll see what’s going on.”
In 30 minutes, he called me back and said the situation had been resolved in my favor and I could be getting the corrected order within a couple of days.
lol
That CS supervisor did find out she had a boss.
I used to run large customer service call centers. On the first day there, I told all of the managers and supervisors that if a customer got to me, they were getting whatever they wanted, so lets not waste everyone’s time. No matter the policy, if the customers story was legit, give them what they want.
I only had to refer to that conversation a couple times the first week. Shortly after that customers stopped getting to me. And our quality scores improved. And our customers were happy.
Customer service is pretty simple when you remember who really pays your bills.