When a customer asks to speak with a manager or supervisor, it is often because they feel their needs are not being met or their concerns need further attention.
This is a critical moment that can shape their overall experience with the business.
Knowing what to say – and how to say it – can reinforce your commitment to customer satisfaction and potentially resolve the issue, all while maintaining trust and confidence.
Here is a guide on how to handle situations where a customer asks to speak with a supervisor, including key phrases and techniques to use when a customer requests managerial assistance.
What To Say If Customer Wants To Speak To a Manager
The goal is to ensure that the customer feels heard and supported, potentially even resolving the issue without needing to escalate it.
In such cases, responding with empathy, professionalism, and a solutions-focused approach can help ease their frustration and may even address their concerns without escalation.
If an escalation is necessary, your approach can ensure a smooth and professional transition.
Below are 55 sample scripts for customer service role play, when customer wants to speak to your manager / supervisor / boss – at a call center, retail store, restaurant, etc.
1. Stay Calm and Empathetic
The customer may be frustrated, so showing understanding while remaining calm and compassionate can be instrumental in reducing their frustration – and potentially solving the issue without the need for escalation.
A calm and empathetic response is critical.
These responses, designed to acknowledge the customer’s frustration, can often make customers feel heard and valued while showing that you are committed to helping them.
Examples of What to Say:
- “I apologize if this situation has caused frustration. I’m here to assist you.”
- “I appreciate your patience. I’m here to help, and I’ll do everything I can to assist.”
- “Thank you for bringing this to my attention. I’ll do my best to assist you right now.”
- “I apologize if this hasn’t met your expectations. Let me do what I can to make it right.”
- “I’m here to ensure that you feel supported. Let’s tackle this together and find a resolution.”
- “I want to make sure you are satisfied with our service. Let me look into this further for you.”
- “I’m sorry you’ve had this experience. I’m here to help, and I’ll do everything I can to resolve it.”
- “I’m sorry this hasn’t gone smoothly. I’m committed to helping resolve this to your satisfaction.”
2. Acknowledge the Request and Show Willingness to Help
Sometimes, simply acknowledging the customer’s concerns and offering assistance yourself can prevent complaint or escalation.
What to Say – Examples:
- “I completely understand. I’d be happy to help find a solution first if you are open to it.”
- “I understand this issue is important to you. Let me see if I can help before escalating it.”
- “I completely understand why you are feeling this way. Let’s see if I can help resolve this issue first.”
- “I want to make sure your concern is fully addressed. Would you mind if I take a closer look at this first?”
- “I understand that you want to speak to a manager. I’ll make sure your concerns are heard and addressed.”
- “I completely understand why you’d want to speak with a manager. I’d be happy to help resolve this issue for you if you are comfortable speaking with me.”
3. Listen Actively
Listening to the customer without interrupting shows respect for their viewpoint and often calms them down.
Ask clarifying questions if needed, which can help them feel heard.
Samples of What to Say:
- “I’m dedicated to making sure you are taken care of. Let’s go over this issue in detail.”
- “Thank you for letting me know about this. I’m here to ensure we address your concern.”
- “Thank you for sharing your experience with me. I’m here to help resolve this issue for you.”
- “I know this must be frustrating. I’m here to listen and to help find the best possible solution.”
- “I want to make sure I’m fully understanding the situation. Can you provide a few more details?”
- “I’m very sorry this happened. Let’s go over the issue together, and I’ll do my best to find a solution.”
- “I hear your frustration. Allow me to look into it right now, and I want to ensure that we address this thoroughly for you.”
- “Thank you for sharing that with me. Could you help me understand a bit more about what happened so I can help?”
4. Express Your Commitment to Resolving the Issue
Reassure the customer that you are focused on finding a solution, which shows commitment to their satisfaction.
These responses convey a sense of responsibility and dedication, which can help reassure the customer that their concerns are being taken seriously, and build their confidence in your ability to address their concerns.
What to Say – Samples:
- “You have my full attention, and I’ll do all I can to make this situation better.”
- “I’ll take ownership of this situation and work with you to reach a resolution now.”
- “I want to help make this right for you. Let me take a few steps to address it now.”
- “I want to help make this right for you. Let’s see what options are available to resolve it.”
- “I want to make sure we find a solution that works for you. Let me look into this right now.”
- “I want to make sure you leave this experience satisfied. Let’s work together to resolve it now.”
- “Your satisfaction is very important to us, and I’ll do everything I can to address this issue now.”
5. Offer Possible Solutions
If possible, offer immediate solutions or next steps, to leave the customer feeling valued and satisfied.
This can show the customer that their concerns can be addressed without needing a manager.
These phrases show that you are proactive and willing to go the extra mile to resolve the customer’s concerns. Tailoring possible solutions to the situation may satisfy the customer’s needs and help avoid the need for escalation.
What to Say:
- “Let’s go over some options. One thing I can do is [solution].”
- “I’d be happy to offer [solution]. Would that help resolve this for you?”
- “One option we could explore is [solution]. How does that sound to you?”
- “How about I take the following steps: [solution]. Does that work for you?”
- “I’d like to make this as smooth as possible for you. One way is by [solution].”
- “I understand this is frustrating. One way we can approach this is by [solution].”
- “I’d be happy to provide [solution]. Let’s work together to see if this meets your expectations.”
6(a). If Escalation is Necessary, and Your Manager is Available.
If they still insist on speaking with a manager, remain supportive and reassure the customer.
Set realistic expectations on what a manager can assist with and any potential wait time.
These phrases show that you are supportive, keep the customer informed, and set clear expectations for the transition to managerial assistance.
Sample Script – What To Say:
- “I’m connecting you with our manager now. They’ll be able to assist with further actions.”
- “I’m happy to bring my manager in to address this. They’ll be here to discuss this in a moment.”
- “Thank you for allowing me to help. I’ll notify my manager, and they’ll be with you shortly to assist.”
- “Let me get my manager on the line. They’ll be able to provide more insight into resolving this issue.”
- “I understand, and I’m arranging for my manager to help you. They’ll bring additional support options.”
- “I’ll make sure my manager is fully informed of your concerns. They’ll be able to speak with you shortly.”
- “I’ll have my manager step in to help address your concerns. They’ll work with you to find the best solution.”
- “I’m here to support you, and I’ll connect you with my manager right away to provide further assistance.”
- “Thank you for your patience. I’ll get my manager to join us shortly to ensure this is fully addressed.”
- “I’ll get my manager for you. They may have additional solutions for this situation. Please hold for a moment.”
- “I’m happy to connect you with my manager. They’ll have the full background, so you won’t need to repeat yourself.”
6(b). If Escalation is Necessary, but Manager is Not Available.
How would you deal with an angry person demanding to speak with an unavailable executive / manager?
Even if immediate managerial assistance is not available, providing clear alternatives or follow-up options can help keep the conversation positive and professional.
These responses show empathy, ensure that the customer feels heard and supported, and provide alternative solutions or next steps.
What To Say – Sample Script:
- “Our manager is in a meeting, but I’m here to help and can escalate this once they are available.”
- “I apologize, my manager is not available at the moment. I can assist or schedule a callback at a time that works for you.”
- “I apologize, but my manager is currently unavailable. I’d be happy to assist you in the meantime or schedule a follow-up.”
- “I’m sorry, my manager is not available right now. I’ll make sure to prioritize your request and have them get back to you.”
- “I apologize, but my manager is currently out. I’ll make sure they’re informed of your concern and follow up with you soon.”
- “Our manager is out at the moment, but I’ll make sure they are fully updated and follow up with you as soon as possible.”
- “I’m sorry, but my manager is unavailable right now. I’d be glad to take your details and ensure they reach out to you at the earliest convenience.”
- “I understand you’d like to speak to a manager, but they’re currently unavailable. I can take down your details and ensure they reach out to you as soon as possible.”
7. After Connecting with a Manager, Follow Up (If Applicable)
If you can, follow up with the customer after the manager has handled their concerns.
This demonstrates that you care about their experience from start to finish.
What to Say:
- “I just wanted to check in and see if everything was resolved to your satisfaction with [manager’s name]. Is there anything else I can help with?”
