defuse | Customer Service Solutions, Inc.

Home  /  When They Want the Supervisor – 1/27/26  /  defuse

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

Pass the Quick Impression Test - 12/30/25


Some studies have shown that people create an impression of you in less than a second when they first meet you face-to-face.  Other studies have shown that that initial impression can take up to 7 seconds.  Regardless, first impressions are quick.  First impressions are not always the lasting impression, Read more

2025 Holiday Poem - 12/23/25


We hear the word change And that change can be good, But we like things to stay same, And sometimes they should.   The weather can be wet And then dry as a bone. We know things will change, Even if all left alone.   Our customers change. Our co-workers do, too. It seems like our resources Are often too few.   The technology Read more

Make the Long Wait Feel Shorter - 12/16/25


When Greg entered the Tax Office, he was thinking only about two things: (1) How he was going to get the tax value on his home reduced, and (2) Whether the wait would be 1 hour or 2.  He checked in with the navigator who asked a few questions, Read more

When Kindness Means More in Customer Service - 12/9/25


Since a large part of the work we do at CSS includes customer research, we have seen tens of thousands of comments over the years about staff, and it is great to hear the positives that customers, fans, and account holders say about our clients’ team members. One word that Read more

•••••

When They Want the Supervisor – 1/27/26

Posted on January 27, 2026 in Customer Service Tip of the Week Please leave a comment

Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to go up the ladder.

Different organizations have different protocols for handling these situations, and they often involve wanting you to handle this on your own – to do whatever you can to avoid the escalation.

But sometimes, despite your best efforts (or the customer just being obstinate), you have no choice.  Now let me throw in a wrinkle.  Your supervisor’s not available at that moment.  What do you do?

No Supervisor?  No Problem

First, explain the issue with the supervisor availability, offer some empathy with your not being able to give them the exact person they want to talk to at that moment.  But let them know you want to do the best you can to help them.

Second, if you haven’t done so already, clarify the rationale for the request.  What is their issue?  What is their goal?

Third, confirm your understanding of what they’ve shared.

Finally, share an alternative…or two!  Offer another party that they could speak with; offer to have the supervisor contact them back at a time when the customer is likely to be available.

Why Use this Process

This process helps you defuse the situation, which could get even worse once they realize the supervisor is not available.  You get the details you need to pass on to whomever is going to address this next.  You provide some empathy and understanding so that they know they’re being heard and that the information they’re giving you won’t have to be repeated to the person they talk to next. 

Then, by coming up with an alternative or two to consider, you’re actually putting the choice in their hands.  You’re giving them some control.  Yes, that can be risky, but you’re giving them control over a decision where you have provided options that you know are doable.

When they want the unavailable supervisor: Defuse, get details, empathize, and give them some control.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


Avoid These Techniques – 10/21/25

Posted on October 21, 2025 in Customer Service Tip of the Week Please leave a comment

We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the customer.

I’ve witnessed many employees try to control the customer – both in simple service situations and when the customer is emotional or upset.  It often does not end well for either party.

So, what is the employee doing when they are trying to control the customer?  Here are a few quick examples of poor approaches or techniques:

  • Interrupting or speaking over the customer – especially while raising the voice.
  • Aggressively moving toward the customer.
  • Maintaining eye contact…with the computer – never visually acknowledging the customer.
  • Talking continuously, and sometimes rapidly, leaving little air in the conversation for the customer to speak.
  • Never asking the customer a question.
  • Swearing at the customer (yes, I’ve seen some horrible customer service!).
  • Trying to shut them down by intellectually using dismissive phrases like “your idea won’t work” or “you don’t understand how this…” or “this is too technical to describe to you.”

 
Addressing customers in this manner often heightens their emotions, results in them asking to talk with your manager, leads to bad word-of-mouth, and can be the cause of a lost customer.

In these customer service tips, we usually try to focus on positive examples of what to do rather than negative examples of what not to do.  However, it’s helpful to illustrate how we can come across as trying to control the customer.  And no customer wants to feel like they’re being controlled.  They want to feel like they’re being helped and supported.

Avoid These Techniques.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


Find Your Special Sauce – 9/23/25

Posted on September 23, 2025 in Customer Service Tip of the Week Please leave a comment

When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at everything.  Mistakes occur, interceptions are thrown, there are times when he passes and should have run…and vice versa.

I am wowed by musicians – people who can make incredible music on a guitar.  People who can play 10 different songs on a piano at the drop of a hat during a church hymn sing.  Great drummers who can somehow wield two sticks on drums and symbols while also using their feet to bang the bass drum.  But unless you’re a 1-man band (or Prince!), you’re probably not great at all those instruments.  While you may be great at playing instruments, you may not be the best singer or lyricist.

My point is that stars are stars for what they do, but that doesn’t mean that they are great at everything.

Defining Stardom

I’m sure if you’re reading this tip and you’re in a customer service role, you’re either a customer service star already or you have the capacity to become a star.  Now whether you’re that star athlete or that star musician or that star customer service professional, find your special sauce – those 1 or 2 things where you’re already greater or have the capacity to be greater, and continually strengthen it.

Define YOUR Stardom

Become a star because you know how to calm those irate customers.  Become a star because you have an incredible depth of knowledge about your organization’s products, policies, processes, and people.  Hone your skills as a star in how you engage people with your body language and your tone and how you can read others and – on the fly – adjust your communication approach to meet what will work best with them.

In this day and age, it is way too UNcommon for people to be stars in business writing, to be able to craft communication pieces and e-mails that convey the specific information, make the other person feel heard, and create clarity in a concise manner on what the next steps are, when they’ll happen, and who’s responsible.

Hone your star skills for teamwork.  Not only supporting your teammates but understanding your specific role on the team and learning how to strengthen the traits that make you such an important member of your group.

Be a customer service star by understanding what is unique about you and what you bring to the organization, to the team, to the customer.  Then make a conscious effort to build your star talents, attitudes, and attributes.

Become a Customer Service Star.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page


1 2   Next »