How to Handle Supervisory Call

Can I Speak to your Supervisor?

“I hear you. I will transfer you to my supervisor. May I ask the nature of your
concern?” or “I hear you. I will transfer you to my supervisor. May I ask what are
you calling about so I can relay it to him/her?”

If the customer responded with “Just transfer my call to your supervisor” or any
refusal statement:
“I understand. I will transfer you to my supervisor. May I put you on hold for a
minute or two so I can transfer you to him/her?”

If the customer agrees:

“Thank you! May I have your name and phone number so my supervisor can call you
back in case we get disconnected?”

If the customer agrees:

(Open the order using the phone number of the customer go back for (???))

Thank you for patiently waiting, Ma’am/Sir. My supervisor has been notified that
you’re looking for him/her and he/she advised me that he/she will be here shortly
to address your concern. Will that be alright with you?

If the customer agrees:

While waiting for my supervisor, I already pulled out an order under your name
using your phone number and I found out that it wasn’t delivered. Is that correct?

Customer will say and will provide the details of the issue…

Agent should start provide personal sentiments and offer the hierarchy of
compensation based on the 3GP script call flow.