First day taking escalations

[cl0ckw0rkf0x]

I got three. It was kind of different when my focus in the call is not finding out what the problem is but finding what I need to tell the customer he can't have. And I have an agent who's done all the legwork for me already and can paraphrase in ten seconds what it would take five minutes for me to squeeze out of the customer.

This analysis may change, but this is what I've found so far; usually one of two conditions occur in an escalation. Either the customer is relieved to be talking to someone they perceive as more knowledgeable and all that crap and will take my answers more readily than they will the tier one agent or in a related situation, the fact that I'm the second person to tell them that helps solidify the facts in their heads, or they're really pissed, have gotten frustrated enough with the tier one, and most of the work in breaking them has been done for me, so it only takes a couple minutes to make them hang up. Either way, things that are difficult in a tier one call are made easier for me.

Also, being prepared for a customer to become irate helps. In a normal call, I end up too busy trying to fix things to pay attention to the mood of the customer and make sure my emotional walls are up. Taking escalations, the mood of the customer is more the focus, and I can have my walls up beforehand.

It's all good. I see no reason why I can't continue this long term. :)

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