Sup Call



Short for "Supervisor Call." This happens when a customer is not satisfied with the representative he or she is speaking with. This request may be for the following reasons:


 * They consider the representative "incompetent."


 * They believe that someone higher up has a power that the rep does not have.


 * They believe someone higher than the rep can bypass security policies.


 * They believe someone higher than the rep can bypass state and federal law.


 * They believe someone higher than the rep can defy the laws of physics.


 * They want to complain.


 * They hate your voice.


 * They spoke to ten other reps about the same issue, and think you're on the same intellectual standing.


 * They hate your accent.


 * They believe the supervisor can singlehandedly reprogram an entire system containing thousands upon thousands of customer accounts.
 * They don't believe that company policy is true.
 * They think that if a rep can't give them free money and other fabulous prizes, a supervisor will.
 * They know that supervisors hate Sup Calls, and that they sometimes dock the employees points for making them do a Sup Call, and thus will break under their threat and give them anything they want.
 * They ask for a specific supervisor, remembering that that supervisor refunded/gave/told them something as a courtesy on a previous complaint.