What do you do when a customer wants to speak to a manager?

When a customer wants to speak to a manager, taking them directly to the manager is the most effective way to address their needs and concerns. This action demonstrates a commitment to customer service and ensures that the customer feels heard and valued. By escorting the customer to the manager, you facilitate a direct interaction that can lead to a quicker resolution of any issues they might have. This approach can enhance the customer’s experience at the establishment and reflects positively on the service provided by the staff.

While directing them to the front desk might seem like a reasonable alternative, it could delay the customer’s access to the manager, potentially leading to frustration. Informing them that the manager is busy may come off as dismissive, and simply asking if you can help might not meet the customer’s specific request to speak with a manager. Therefore, taking them directly to the manager stands out as the best practice in this scenario, ensuring that they receive the attention they need promptly.