Which option best addresses an upset customer who insists on speaking with a manager but won't explain the problem?

• A. Ask a coworker to assist.
• B. Call a manager for assistance.
• C. Explain confidence in being able to take care of the customer's needs.
• D. Insist that the customer explain the problem before consulting a manager.

Answer: (B)

Escalation to a supervisor when an upset customer insists on a manager but won’t share the issue helps move toward a proper resolution. A manager has the authority and training to listen, gather the missing information, and decide on the next steps, showing the customer that their concern is taken seriously. Bringing in the person with the authority can de‑escalate the situation and prevent promising something you can’t deliver.

Other options miss the mark: involving a coworker doesn’t meet the customer’s request for a manager and can delay resolution; claiming you can handle it without the needed details may come across as dismissive; insisting the customer explain the problem before a manager is brought in ignores the customer’s stated need and can heighten frustration.