I want to speak to a Supervisor

In my profession this statement is used quite often and I’m bewildered most of the time once the request is fulfilled. Most of the time, by the time I get on the line with the requestor (Yes, you guessed it, I’m one of the lucky ones in the supervisory world) they have already belittled a customer service representative about a matter (usually a pointless matter I might add) and they have yelled, maybe screamed or sometimes even cursed. It’s funny though, I get them on the line and if I call them back I normally state my name and state I’m calling from XYZ Company. Now at this point you think they’d remember the company right? After all, this company has just devastated their life and ruined their day, but most of the time I have to repeat the name of the company AND remind them that they have asked a supervisor to call them back. What is that all about? You were devastated by my company, but you have to be reminded why I’m calling you back? Unbelievable!
The next step is the dissertation on why they are angry. I get the calmer version of course and they never let on that they have yelled, screamed or cursed at my CSR’s. They or course begin to explain they have graciously attempted to explain their situation to my team member and they in turn were treated horridly. They forget we also have recorded phone lines and I can review all calls! Most of the time these calls are resolved within minutes and I explain the EXACT same thing the CSR has explained but because I’m a SUPERVISOR they accept the information and hang up. Why is it that the same verbiage coming from a Supervisor makes it acceptable? I have yet to figure this out.
I’m not a “get me a supervisor” kind of girl. I don’t send food back to the kitchen. I don’t ask to speak to the manager when an employee has an attitude because I know in the reality of the real world the supervisor really isn’t going to do anything. Let’s get real folks. Do you really think if I tell a manager my steak was too rare he is REALLY going to go back to the kitchen and personally talk to the chef to make him feel bad? Right! If anything the chef is going to spit on my food before they bring it back out. Does ANYONE watch 20/20?
Errors happen in a processing world, humans are not perfect and I’m amazed that when you explain to a customer straight up, honestly, humbly, that an error was made, you are very sorry (note: I am sorry when we start the conversation because I feel everyone deserves a chance at being treated fairly), and that you will do what you can to rectify the situation that they still insist about ranting and raving as if you SHOULD be able to go back in time and make the error not occur. Well wouldn’t that be nice if we had those powers? LET IT GO, GET A HOBBY! I’m sure each, individual, customer service, processing department tries to be error free, but again we are human.
Customers should remember that when calling in to complain. If the Supervisor appears to be sincere during the apology process then take it and go with it. Do not continue to rant and rave. Accept it and move on.
My favorite customer is the one that calls in to speak to rep #1 and rants for lets say, 5-10 minutes and doesn’t like the resolution. Hangs up and then calls right back and gets rep #2 on the line. He/she pretends as if they have never called in that day and begins to rant and rave again. Not realizing the company may have a note system or tracking system that shows they just called in.

First Phone Call 10 minutes of Ranting and Raving
Second Phone Call 15-20 minutes of Ranting and Raving

Making the client look like an idiot by telling them you already have documentation of his previous phone call from 2 minutes ago and you see that someone is already working on the issue and they will call them back

PRICELESS!