customer requests sup

What to do when a customerrequests a call back from a supervisor?

Please remember to never deny a supervisor

Please follow the below steps only if the customer is the one requesting a call back from a supervisor.

What to do?

Step 1Use the following script: "I can coordinate the callback, however, if you have time right now I can connect you to my supervisor immediately"

Step 2If the customer wants a callback, please remember to always confirm the best phone number for us to call them back.

Step 3Please advise the customer you'll be sending the information over and he should expect a call back within 45 mins.

Step 4Email your supervisor so he can assign the call back to one of the Esco agents. Please follow up, is your responsibility the callback gets completed, if it isn't completed you might get a zero in your QA score.

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