Customer Service Not Calling Back?

[chefmickey1]

I have a customer who called the solution center regarding a piece of Professional Cookware that is no longer nonstick. She wasn't satisfied with what the rep told her and was transferred to a supervisor. She left a detailed message but never got called back. This was about a month ago. Are supervisors generally good about returning calls or is this normal? What should I do at this point to help my customer resolve her issue?

 

[gailz2]

I would have her call again and explain. They seem to keep record of calls. It looks like someone dropped the ball, by accident, I'm sure.

 

[Admin Greg]

It is not normal for a supervisor to not return a customer's call, especially with a detailed message about a product issue. If the supervisor did not call back within a reasonable amount of time, it would be best to follow up with the customer and offer to escalate the issue to a higher level within the company. This could include reaching out to a different supervisor or contacting the customer service department again to see if they can assist in resolving the issue. It may also be helpful to gather any additional information from the customer, such as the date and time of the original call, to provide to the supervisor or customer service team for reference. Ultimately, it is important to ensure that the customer's concerns are addressed and that they feel satisfied with the resolution process.