====== Wants to speak with a manager or supervisor ======

Sometimes a customer will request to speak with a manager/supervisor. We are now have a supervisor on standby to take calls but you should encourage the customer to work with you.

**Do not ask the customer to call back.** We will still have to deal with the issue eventually but now the customer is more likely to dispute the charge with their bank. 

**Talk Track:** //Unfortunately, my supervisor/manager is currently unavailable, if I could transfer you, he will just tell the same thing. All he can do won't be further than I can as we are all following to the T&C.//

If the customer continues to push:

**Talk Track:** //Let me check if there is someone available.//
 
__HOLD and approach the manager on board, tell him the the issue and what actions you have made.__

**Talk Track:** //Thanks for holding. Stay in the while I transfer your call to the manager/supervisor.//

**__NOTE:__** If the manager (Jay) is not available Senior Agent (Rey) can take over the escalations, he can say he is the Officer-In-Charge.