Not all call centres use canned responses. Where I work, we are given suggestions at times on how to word responses but not asked to sound scripted at the same time. I notice the canned responses & sounding very scripted from the overseas centres (like in India as an example) a lot more compared to those where I can tell the people are either Americans or Canadians the rare times I must call customer service places for help.
I did check my ticket and the one done by the person who took over the call. The customer was given the detail I was attempting to give plus asked other questions from that same person that she did not ask of me. I still think its both SS & rude to ask for a supervisor if the person is attempting to provide an answer or possible solution to you, and you do not allow that person to finish what they have to say first then say "I do not like your answer, I want a supervisor" after the agent has finished speaking.
I do not deny a supervisor request from a customer, but at the same time they must allow the agent to attempt to assist them first. I know that I must remain professional and calm even if the customer is trying to rile me up at times.
I agree. Customer called in, with a problem, presumeably seeking a solution. You figured out what customer needed to do, they, for whatever reason, felt you didn't know what you were talking about, and without attempting what you suggested as a solution, escalated to a supervisor. I think that's SS behavior. Now, had you not been helpful, or something like that, I could see asking for a supervisor, but to simply cut you off, and demand one, definitely an SS.
I've had that happen in my store; I've worked there for 7+ years, so I know all the ins and out of returns, policies, how to fix certain issues, and so on. Unless its something really out of the ordinary, or something ony a manager can access to help them, I can handle it. Yet I've had customers call the store, or come in, with an issue, and immediately want a manager to help them. They don't want to be bothered with us "peons"
Which I give them, and then said manager has come back to me, asking why they had to do whatever it was the customer wanted, when I'm perfectly capable of doing it (I wasn't in trouble, they were just puzzled). I simply tell them they didn't want my help, they obviuosly thought ONLY a manager could do it, and that was that.