Why do customers always say " i want to see your supervisor"?

Question

Do they really expect that the supervisior is going to agree with them more or do anyhting for them more then an employee would? Managers got to be managers by following rules and precedures, they aren't going to let you slide with anything. Also when people say that they want to see the manager, they expect the manger to come running up there for them, even at lunch rush! Its lunch people, the manager is probably working a station like back drive or helping out in grill they dont have time to come up, they have 555 other customers to serve this hour. And no i wont go get them for you, i am not suppose to leave my area at peak. how about cooming back at a less busy time? and for goodness sakes, don't come through drive thru, and expect them to hold a conversation with you at the window. If your complaint or whatever is so important, then come inside the store. But don't come in if all you will do is yell because no one answered the phone when you called in you complaint, try later.

Answer 1

omg i sooo agree with u, im glad im not the only maccas employee feeling the same way!!!! i had this one lady wanting medium shakes with her happy meals instead of small in drive thru, it took two crew members, the crew cheif and two managers to finally get her to pay the extra and leave!!!!!!! needless to say that diddnt do our times to good... Maccas customers need to understand that we couldnt care less if they dont come back to the store so stop threatening us and if u dont like the service dont keep coming back. We have this regular customer who comes in during breakfast rush and complains about having to wait while you take other orders and while his is being made, he says the usual im never coming back but sure enough next week he is back and complaining again... u just wanna scream at him and tell him not to come back!!

Answer 2

Why? Becuase you will not voice my complaint about yourself to mgr......and yes managers have more answers & knowledge and CAN do more for me than you can.  Yes, they started in your position, but they have more experience and authority than you do. Why do you take offense? Do you know how wrong you are? Do you want to avoid discipline and responsibility?  You need to take a customer service class.....your people skills are sadly lacking.  Managers are there to resolve whatever issue arrises. Even a complaint about no napkins.....

I am really surprised that your manager would allow you to behave in this fashion.  The customer is always right and the customer does have a right to speak to the manager.  If you treated me this way, I would contact corporate headquarters, speak to district manager and I know you would be in trouble. I have worked in fast food as a clerk, food prep and manager. I have managed more than one food place and you have YOUR facts wrong.  If you worked for me or most managers you would be fired.

We experienced a person like you recently.  I was so mad, I felt best to leave. I DID however return, which is what people like you expect I will not do.  I returned with receipt and when server was rude, I recorded on my cell phone.  The manager was appaled, because I not only let the manager know, but the district manager, the franchise owner and corportae.  Did you know the stores and managers get fired when corproate get complaints.  The person was immediately fired and all they said was "the manager is busy it is lunchtime, come back later if you have a problem, no I will not get manager --- (to next person) may I take your order?" and then continued on with orders.

I also received an apology letter from the district manager and owner along with coupons for food from corporate, district manager and owner, and full refund from store. I told everyone in authority there, who I had already contacted.....

So while you may think you are correct, you better have another job lined up as the first rule in any retail business or food service is

"The customer is always right, even when they are wrong" Smile and agree, apologize and be polite.

Answer 3

Because management is more empowered to do something than the low-level worker behind the counter.  

They have the authority to take a greater percentage off, or have better knowledge of the rules that are to followed but weren't adequately told to the other workers, etc.

By the way, nice rant.

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The customer may see the manager's refusal to see them as very poor customer service, and complain to the company's headquarters.

Answer 4

If the person helping me isn't good looking enough I want to hit on the supervisor instead. Sometimes I supersize so she can see what a big wallet I am.

Answer 5

When you are not happy with the food or service, you have the right to see the supervisor to make a complaint.  A good restaurant will entertain guests and customers even when the crowd is huge.  As the saying goes `Customers are kings!'

Answer 6

First you are VERY wrong when you say a customer doesn't have a right to speak to a manager.  They indeed do. You are also obligated to communicate to them a customer needs to speak with them- busy or not- that is your job and the managers job.   I have no clue where you work, but anyone that works, or for that matter, anyone that SHOULD work in a public service industry, needs to know what CUSTOMER SERVICE is and be trained in it.  It doesn't surprise me that you still have a job there as your manager is clueless in aspects of CS too, but I am surprised that your manager hasn't gotten fired.  You are also wrong when you say, "Managers got to be managers by following rules and procedures..."  Maybe where you work, but managers "manage" not only the restaurant, but the employees and customer service is a HUGE part of being a manager.  Why?  Because if you didn't have customers, neither you, your manager, or anyone in a service field would have a job.  Do you truly have no idea of the concept of Customer Service?  I have over 20 years experience training employees, including managers, in excellent customer service and a lot of very young employees don't know what it is, but I have never encountered a case as bad as yours.  All service related industries (such as restaurants, etc) ofer SOME training in CS.  You and your manager need to repeat yours. Places like restaurants are called "service industries/ fields" because you are there to SERVE.  Yes, that means dealing with and making even grumpy customers happy.  

Even if your manager always sides with you, you both need to remember that HE/ SHE has a boss.  Everyone has a boss.  A lot of customers go on to complain to the regional or district managers ( I know, I was one) if they don't get results from management at the store level, and those complaints can cost people like you and your manager, their jobs as they often take names. Yes, you get to be a regional or district manager by following rules, etc. but, the higher up your position, the more important customer service is.  Please think about all of that so you and/ or your manager don't lose your jobs.

Answer 7

Find yourself another job sweety, you should be happy may be your attitude in the first place is what is causing the problems, and custumers are asking for the supervisor bcs they can't get anywhere with you.  And everybody knows that a manager will get them a free meal, not a waitress.

Answer 8

Because if the employee is acting inadequately, being impolite, or plain dumb, we complain to the manager who has the authority to put the employee where they belong.  

Of course, I'm sure there are people who decide to make their own rules and expect the manager to help them do so, and are being unreasonable.

But I think most of the time, when a customer gets angry/annoyed/upset enough to ask to see the supervisor, the employee must really be out of line.