The Customer Wants a Manager

When a customer asks for a manager, honor it. Say what happens next, then pass the task to the business.

Do I pass it on, or try first?

Pass it on right away when the customer:

• Asks for a manager, a supervisor or the owner by name
• Asks a second time after you offered to help
• Threatens a review, a complaint or legal action

You can offer to help first when the customer:

• Is frustrated but hasn't asked for anyone else
• Has a problem you can fix: a booking, a time, a cancellation

"I'd like to try to fix this for you first. If I can't, I'll pass it to the team right away. Is that okay?"

If they say no, pass it on. Don't try to talk them out of it.

Pass it on

If you're a OnePath agent

1. Tell the customer you're passing it on.
2. Click Escalate to someone else at the bottom of the right column.
3. Under What is it about, pick the type. Upset customer → Complaint, even if they also want a manager or a price; write every ask in Details. Only a price, refund or bill → Other. Can't book → Follow-up. Calm, and they just want someone in charge? Other.
4. In Details, write who they want and why. Example: "Wants the owner. Says the technician left a leak under the sink on Monday."
5. Click Escalate.

The task goes to the account's team with the whole conversation: the messages and calls in the middle of the screen. You land on No task is open and can take your next one.

Full steps: Passing a Task On.

If you're on the account's team

Give the task to your manager:

1. Click Add note and write what the customer wants, then Save note.
2. If a call is still on, click Hang up. You can't assign during a call.
3. Click Assign teammate, find your manager, and click Assign to [name].

Your manager isn't on the account? Assign it to the account owner instead. They get a Task assigned email with an Open this task button; that's their way in.

Hand back works too, where you see it: the task goes back to your team's To Do list.

Full steps: Assigning a Teammate.

What to tell the customer

Before you pass it on:

"I'm passing this to the team now. They'll see everything we discussed, so you won't need to repeat it."

On the account's team, say instead:

"I'll have [name] call you back."

If they ask when they'll hear back:

"They have your request now and will contact you directly."

If they want to stay on the line:

"I can't transfer the call, but they'll reach you directly."

Don't promise a time. The business sets its own schedule.

Quick Tips

• ✅ Honor the request - arguing makes it worse.
• ✅ Write who and why in Details - the manager calls back prepared.
• ✅ Stay calm - even if they're loud.
• ❌ Don't promise a callback time - you don't know the manager's day.
• ❌ Don't make them repeat their story - that's what the notes are for.