I worked as a retail pharmacy technician for 7 years, through high school and college, and I spent a good amount of time on the phone talking with insurance companies. When you spend a lot of your time on the phone, you get accustomed to a certain level of service, a normal hold time, and even start to memorize the button prompts to navigate through each system's maze of options (protip: hitting
* repeatedly is usually the fastest way to get transferred to a human).
It goes without saying that you're going to talk to quite a few people that are awful. They clearly don't want to be talking with you, and their primary goal is to get you off the phone as quickly as possible. But every once in a while you get the pleasure of speaking with someone amazing. They have the perfect combination of personality, knowledge, helpfulness, and sense of urgency. They help you fix your problem and you leave the conversation smiling.
This doesn't happen often. That's why I try to make sure that when it does, I catch them before the goodbyes and ask to speak with their supervisor. If they ask why, I tell them I'm not used to having such delightful experiences with customer service reps, and I'd like to pass along a compliment. Prepare yourself for the shortest hold time ever while they transfer you.
This is going to take 60 seconds out of your day. It's worth it.
I gather from my experiences with this that supervisors don't get this kind of call often. They're almost always the last resort for difficult customers, or picking up the pieces from a call that's gone very wrong with one of their employees. They appreciate a simple compliment about a very pleasant experience with one of their employees, and the employee appreciates being acknowledged for doing a good job (who doesn't?).
The next time you get excellent service on the phone (or anywhere!), ask for their supervisor and make sure your compliment gets heard by the right person. We live in a culture where it's all too common to speak up when something is wrong, but we rarely speak up in thanks of good things.