C-2

If the customer is requesting a supervisor, attempt to address the issue, if they insist on speaking with the supervisor, raise your hand to check with a sup/roamer to be sure there is nothing else you can do for the customer.

If the supervisor is available, transfer the caller to the supervisor and create an RT CSR Escalation.

If the supervisor NOT is available, create an RT CSR Escalation and let the caller know they should hear from a supervisor within the next 24 hours.