(I have just started a new job. My job title is technically “Customer Manager,” but it is a minimum-wage, entry-level position. I have no actual authority to do anything but fulfill simple requests for customers and take payments. My supervisor takes the “Manager” part seriously, however, so whenever a customer is unhappy and wants to make a complaint, he refuses to speak with them. This occurs when a customer has asked me if he can speak to a manager.)
Me: “Hey, would you mind speaking to this customer? I’ve explained why we can’t help him, but he’s really not happy and he wants to speak to a manager.”
Supervisor #1: *sighs heavily* “Look: you need to start handling these. You. Are. A. Manager. You can’t just pass it off to me because someone is yelling at you, okay?”
Me: “I understand that, but there’s nothing I can do for him. I’ve called other departments, and I’ve explained it to him from every angle. I think he just needs to hear it from someone else.”
Supervisor #1: “Look, I’m not getting on at you, but this is something you should be able to handle. I’ve got things to do.” *looks over at another, nicer supervisor* “Hey, can you handle this?”
Supervisor #2: “Sure.” *sits next to me and takes the phone* “Hello, sir?”
(The nice supervisor takes ten minutes to explain everything I’ve told the customer, and then the customer relents and hangs up.)
Supervisor #2: “There, all settled.”
Supervisor #1: “See? It’s that easy. Now, thank you, [Supervisor #2], from both myself and [My Name].”
Me: “Yes, seriously, thank you.”
Supervisor #1: “Next time, you should deal with it on your own.”
Me: “Even if they specifically request one of my superiors? I’m just supposed to tell them that I won’t, because I’m all they get to talk to?”
Supervisor #1: “Well, don’t phrase it like that, but yes!”
Supervisor #2: “Actually, it’s our job to speak to customers if they ask for us. You can’t just refuse to speak to someone. She’s a manager, yes, but in name only. That was actually a very abusive customer that was on the verge of taking legal action against us and getting in touch with the Better Business Bureau. True, nothing would’ve come of it, because we did everything right, but if it came to light that we denied him the opportunity to speak to a manager, then you would’ve gotten it in the neck for not assisting [My Name] when she asked.”
Supervisor #1: *glares and sulks for the rest of the day*
(Not long after that, [Supervisor #1] was promoted and I got a new one who actually supported me with difficult customers. [Supervisor #1] and I get along a lot better now that we don’t work together.)
