When people feel pushed into a corner, they push back. If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back. They push back with their words, tone, or by asking to talk to a supervisor.
This video is from our Customer Service Online Training from Myra Golden.
In 2014 I decided to work from home as a virtual call center agent and help others do the same. Founder of OneCall Contact Center, LLC | The IBO & CSP Hub.