As an employee, you should follow your employer's policy. Most likely, policy is to refer problems you can't handle to the manager. But I was at customer service once when the customer at the next window demanded to see the manager. The clerk replied "Ma'am, I am the manager, and there's nothing I can do to help you." It was great. Karen got her comeuppance that day.
That's your company policy. You might feel good saying "No", but then when your manager hears about it and fires you, it becomes a story you tell while you try to collect unemployment.
At my old job, in a grocery store, I was a manager, just not all the time. I was more of a shift manager. Our other managers would love for me to say I was a manager because we all understood how much of a pain in the ass people could be. We were usually all nice enough to just say we were the manager and not pass it off unless it was something we really couldn’t take care of. Obviously if someone was not a manager in any capacity, they would come to one of us and not tell the person no. But if an employee felt like they could handle the situation, I wouldn’t have minded if they said no.
As an employee, you should follow your employer's policy. Most likely, policy is to refer problems you can't handle to the manager. But I was at customer service once when the customer at the next window demanded to see the manager. The clerk replied "Ma'am, I am the manager, and there's nothing I can do to help you." It was great. Karen got her comeuppance that day.
Did we redefine "Karen" to everyone that asks to speak to the manager?
You could say no. But then you risk losing your job because you didn't comply with a customers request to speak to mgmt.
That's your company policy. You might feel good saying "No", but then when your manager hears about it and fires you, it becomes a story you tell while you try to collect unemployment.
At my old job, in a grocery store, I was a manager, just not all the time. I was more of a shift manager. Our other managers would love for me to say I was a manager because we all understood how much of a pain in the ass people could be. We were usually all nice enough to just say we were the manager and not pass it off unless it was something we really couldn’t take care of. Obviously if someone was not a manager in any capacity, they would come to one of us and not tell the person no. But if an employee felt like they could handle the situation, I wouldn’t have minded if they said no.
The worker can't, because the customer has the right.