I love listening to Frat Boy take supervisor calls. People think talking to a supervisor is going to get them what they want, or that the supervisor has magic powers. And sometimes, that might be right. But it's rare. I know the company's rules, and I know situations where those rules are bent. I confirm that with Frat Boy if the customer gets bitchy, and ask him if there's anything we can do. If he says no, I apologize to the customer for the inconvenience and repeat the company rules. If they insist on going to a supervisor, then okay, off to Frat Boy they go. If I can manage to avoid calls to listen to him talk to them, I do, because it is fucking hilarious.
The last time I did that, he did his usual greeting and when the woman launched into her rant (she wanted us to just send her a brand-new piece of equipment she didn't have the correct setup for, because she absolutely refused to have a technician in her house), he cut her off. "I know what the situation is, and I know what my agent told you. She gave you all the correct information, and there's nothing else I can do for you."
Holy shit, my manager actually backed me up? No fucking way! I literally do not remember the last time that happened in a restaurant.
Yesterday I heard him talking to someone else's idiot customer. He explained a policy to this person again, and when the customer started to get an indignant, Frat Boy goes, "Oh, don't act so shocked!" I fucking love it. Another time, "You can yell at me and repeat yourself as many times as you want, it doesn't change the fact that you signed up for this service, you used it, and you will be paying for it." And another time, "You did not cancel your HBO channels, and this charge has been clearly printed on your last five bills. If you didn't look at that, that is your fault, not ours."
Or yesterday, "I'm not giving you anything free. What else can I do for you?"
Makes me want to be a supervisor.