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 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.