Here's how you can manage a customer who requests to speak with a manager during an interview.

Managing a customer who requests to speak with a manager during an interview requires a balance of empathy, professionalism, and problem-solving skills. Start by calmly acknowledging the customer's request and expressing your willingness to assist. Assure them that their concern is important and that you are there to help. Gather as much information as possible about their issue to understand the situation fully. Communicate clearly and transparently about any steps you are taking to address their concern. If the situation cannot be resolved at your level, assure the customer that you will promptly escalate the matter to a manager and provide a timeframe for when they can expect a follow-up.

The key is to stay calm, show empathy, and do my best to help right away. Sometimes, customers just need to feel heard and understood, and that can make all the difference.

When a customer requests to speak with a manager, it's crucial to maintain composure and show empathy. Keep a steady tone and demeanor, listen actively without interruption, and acknowledge the customer's feelings. Use phrases like, "I understand your concern," to validate their emotions. This approach helps de-escalate tension and builds trust. Staying calm allows you to better assess the situation, provide potential solutions, and demonstrate control and reliability. This often leads to a more positive outcome, as the customer feels heard and respected, potentially resolving the issue without needing further escalation.

One of the things that will help you control such situations is to let the customer take his time while expressing his feelings and issues, it will let him get rid of the negative emotions, then it is your turn to show empathy and do your best to try all the methods that could solve the issue, remember he is a human being and you could be in his situation someday.

I have found that really listening to a customer that is upset or agitated, has helped me quickly identify the root cause of the problem. I also found that the problem is usually a misconception or miscommunication that can easily be solved. You can only understand the frustration if you listen to the full explanation without letting your emotions get in the way.

In my experience, an upset customer just needs someone willing to listen. Active listening and asking the right questions help determine the problem. I feel that asking the client what we can do to improve the situation is very helpful in finding a solution that will solve the situation. In the event you can't provide the exact resolution they asked for, offering options and showing you care and want to help them authentically is key to keeping them engaged and turning around the situation.

I have found that an escalation is hardly necessary if you fully understand the frustration. Most frustrations from customers, comes back to a miss conception. So, try and fully align your products with their needs, and no escalation will be necessary.

This is the most essential piece of the puzzle: please follow through with your promises and ensure the customer issue is resolved. They will appreciate the extra effort, and you can also learn more about how to avoid a similar situation from happening again.

Never assume customer expectations, outline the upcoming steps, and agree on desired outcomes. It is like providing a roadmap that will always keep the customer in the know.

Fully understand the customer's expectation from this escalation , and what exceptions or approvals is he seeking , then work backward from that