Originally Posted by
jenaywins Just a little piece of trivia: CSRs never, EVER want to transfer you to a supervisor. They will avoid it at all costs. The reason for this is that if a CSR cannot resolve your issue and has to transfer you to a higher-up, this is called an escalation, and actually counts against the CSR's stats. So while it is often-times a good idea to try and get a supervisor on the phone, CSRs will try hard to make you happy because they don't want an escalation. I know this because my mum works for Verizon. :)
Just sharing the little knowledge I have floating around in my bird-brain. :rolleyes: