This is a question that comes up often when calling a Power Company, you just don't feel satisfied with the service. Something doesn't seem right, you're not getting an aswer that makes sense and you certainly aren't being treated like a normal human being.
When do you ask to speak with a manager?
We reccomend that the following are good times to ask to speak with a manager
1) When you want more than $20 back from the Power Company. Or if you want compensation. Generally contact centre staff are unable to do this and are told to simply say no. So ask for a manager.
2) If the staff member's story changes. This means they don't know what they are doing. Ask for a manager. Get the correct story, it will save you hassle. In this case I would suggest saying "look I'm still unclear about this and I'm not understanding you, can you locate a manager who can explain it better?" This gives you the best chance of getting a manager who understands.
3) If the staff member is ever rude to you, or if they ever interupt you. It's just not worth the agro.
4) If the staff member ever says "That's against policy". Demand a manager. Most policies are set up for the benefit of the Power Companies, don't feel forced to follow silly policies.
Hopefully that gives you a good picture of when speaking with a manager is helpful. Tommorrow we'll talk about some of the other things you can do to get hte reults you need.