Customer Wants Manager

Customer Asking for Manager Right Now?

Say this:

"I understand. Let me escalate this to our account team - they have more authority to help you."

Then escalate the task.

You won't get in trouble. This is exactly what escalation is for.

When to Escalate Immediately

Always escalate if customer:

  • Explicitly asks for a manager
  • Says "I want to speak to someone in charge"
  • Is very angry and you can't calm them down
  • Threatens legal action or complaints
  • Has a complaint (all complaints get escalated)

Don't try to convince them otherwise. Honor the request.

When to Try First

You can try to help if customer:

  • Is frustrated but not demanding a manager
  • Has a problem you might be able to solve
  • Seems open to letting you try

Say:

"I'd like to try to help you with this first. If I can't resolve it, I'll absolutely get you to someone who can. Would that be okay?"

If they say no → Escalate immediately.

Scripts for Different Situations

Customer Demands Manager

"I completely understand. Let me escalate this to our account team right now. They have more authority to help resolve this for you."

Customer is Angry

"I can hear how frustrated you are, and I'm sorry. Let me get this to our account team - they can do things I can't do from here."

Customer Threatens to Complain

"I take that seriously. Let me escalate this immediately so the right people can address your concerns."

After You Tried and Failed

"I wasn't able to resolve this for you, and I apologize. Let me escalate this to our account team - they'll be able to help."

How to Escalate

  1. Tell customer you're escalating
  2. Click Escalate button
  3. Select category (usually "Complaint" or "Other")
  4. Add notes: what happened, what customer wants
  5. Submit

→ Full escalation guide

What to Tell the Customer

Before escalating:

"I'm escalating this to our account team. They'll contact you within [1 business day / 24 hours]."

If they ask who will call:

"Someone from our account team will reach out. They handle situations like this."

If they want to stay on the line:

"Unfortunately I can't transfer you directly, but the account team will contact you as soon as possible."

Quick Tips

  • ✅ Honor the request - Don't argue or try to convince them
  • ✅ Stay calm - Even if they're yelling
  • ✅ Apologize - "I'm sorry you've had this experience"
  • ✅ Escalate promptly - Don't make them wait
  • ✅ Document everything - Good notes help the account team

Remember

You won't get in trouble for escalating.

Escalating when a customer asks for a manager is the right thing to do. It shows you're listening to the customer and following proper procedure.