There will come a time when your customer would like to speak with a supervisor. 

We are always here to help resolve an irate or upset customer. 

Please be sure you have used all your tools to resolve the issue with the customer. 

Always use A.E.R. --This is verbiage you can use early and often on your call. Once may not be enough. Always early, at the start of the call, when the customer has expressed dissatisfaction or concern. 

Acknowledge the customer concern -- Summarize what the customer is calling about. Repeat it back to the customer. This demonstrates you were actively listening. You will need to take notes to be sure you have the key issues they want handled. 

Empathize with the customer--- How would you feel if this happened to you or your loved one. 

Reassure the customer--- Use words that explain you will handle/resolve the issue. this is the point where you show ownership of resolving the issue.  

Example of what your customer may say: I have been calling for 2 weeks and my claims have not been processed. My wife is very ill and i don't have time to keep calling you. I also sent in my premium by mail yesterday and I don't see it online posted to my policy. After my wife's surgery we had a house fire we had to move to a new house last week, and you still have our old address. What is wrong with this company!

Your notes should look something like this:

Repeat Call, Moved, Update Address, Wife ill, premium by mail, claim status. 

When you summarize, using A.E.R you would say something like:

You have truly been through some trying times lately. I know I would be concerned about claims, premium posting and a valid address on my policy too. I will take care this for you today. 

After you have attempted to use all your resources and use the verbiage suggested. Using A.E.R. Your customer may still need a supervisor. 

Engage us, face to face, via IM Skype, call us. Please be prepared with the following.

1. Members First & Last name

2. Member ID number or policy ID number

3. Summary of what the customer wants

Your example would be:

John Doe

P000XXXXXX

Needs claims status, address updated, premium posting, repeat call. 

We will IM Skype, give face to face approval to send the caller, or request you ask the caller for a call back. 

Call backs occur when we are on the phone, in a meeting, headed to a meeting or not available at this moment. 

If your direct supervisor is not available, seek help from another supervisor. Remember we are here to help. 

We may ask you a few questions such as; What did Helpjuice say? or What did you look up in HelpJuice? What did the customer say when you told them what HelpJuice advised? 

This will insure you have followed your procedures of handling the call, and used your tools. It will also prepare the supervisor to reassuring the caller you gave the correct information. We will pick up where you left off. 

The supervisor will handle the call, include you in the escalation (s). 

We will use the call as audit. This will help in two ways.

1. Develop your area of opportunity for the next call you get like this.

2. Recognize your strength with handling difficult customers.