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What does it take for you to ask for the manager/higher powers somewhere?

How bad does the service somewhere have to be before you ask to talk to someone above them? Do you only ask for them to complain or do you ask to speak to someone's manager to tell them their employee was good? I always love to see the manager react to hearing that their employee was so great and nice to me and those I'm with, because 99% of what he/she hears all day is probably complaints.

by captainsuperdawg
asked 6 months ago

6 Answers answer

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I do the positive and negative. If someone is really bad, I ask to speak to a manager. And, when I think I've gotten exceptional customer service, I will do the same (I usually ask for an email address).

I also ask for a manager when I can tell the CS agent can't provide what I need.

kmeltzer
6 months ago

vote-for5vote-against

In regards to employees, I've worked enough crappy jobs to know the manager really doesn't care what the customer thinks. My complaint won't help the manager decide if the employee is terrible. It just makes the manager think, "oh look. Another jackass.". Then again, there are the opposite kind, that bend over backwards to scrutinize the employee because some actual jackass didn't get his butt kissed to his insane satisfaction. The ones who trust customer's lies over their own eyes. (Most managers suck.)

In regards to management of facilities, product quality, and so on, I often take the opportunity to speak my mind. I can't think of any time I asked for the manager, though. I just say it to whoever looks like they need their day worsened or improved by my criticism or praise. (Ok, really just whoever is at the cash register. :p)

gregorylikescheaps…
6 months ago

vote-for10vote-against

It's rare that I ask for a manager, but then it's rare that I call customer support.

These days I prefer using email and have found it effective most of the time.

And email (or a phone call) only happen if I cannot find the answer myself on the company's web site.

baqui63
6 months ago

vote-for5vote-against

Not much, if I think it will get me what I want. I'm also more inclined to ask when on the phone. I don't necessarily consider it an insult to whoever I'm talking to; often, I bet they're just as happy to pawn me off up the food chain, especially if they can't help.

okham
6 months ago

vote-for2vote-against

Being an American, not very much. My and most American's attitude: This is America, get the job done or get another job. I've got places to go, meetings to attend, planes to catch, and money to make. Don't waste my time.

Given, I always have a positive upbeat attitude when dealing with customer service because being nice goes a long way. Don't get angry, just smile and say: "I'm really sorry, but I need to get this solved. I'll give you five more minutes, if not, I will have to take my business elsewhere".

dmaz
6 months ago

vote-for1vote-against

I regularly speak with management whether to congratulate the employee, or discuss with the manager the problem. But I always talk to the employee first. Having run my own business, I realized you must be a hands on manager. I frequently talked to my customers and always followed up. I do not agree that the customer is always right, even if that customer is me, but I think everyone deserves the time and attention it take to find out what is right and what is wrong, and the respect to have an answer to their questions.

pyxientx
6 months ago

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