When do you involve Managment?

[Enigma]

So I have been noticing a trend in my workplace, if someone get's angry, call a manager. If they ask if there is anything else you can do, when the answer is definitly not and they aren't really angry, they call manangment. My thought has always been, diffuse the situation as best as you can, stand firm and don't ever offer to call a Manager in those situations. I only call if they demand to speak with one, or if they are so angry they aren't listening to me anymore, or in those very rare situations that they are legitimatly upset, and I can't help them.

So I'm left to wonder, when do you think it's appropriate to involve someone above you?

[Applerod]

When a person requires assistance I'm unable to provide. If someone's upset, frustrated, or angry about something like a store policy or a procedure then 9+ times out of 10 there's no need to involve management. The only times I've asked for help from above at my current job are when I or the customer need information.

[bainsidhe]

Err, you wouldn't like me very much. When people get angry because, say, I'm carding for alcohol and they want to complain on and on about the atrocity carding is, I ask if they want to talk to a manager. Did I have to offer? Probably not. After a while the customer usually will either A) Wear themselves out and calm down or B) Storm out. But I don't wanna listen to it and frankly (and here's the somewhat sucky part on me) that's why we have management.

Don't get me wrong, I'll try to diffuse the situation and sound sincerely apologetic, no matter how apathetic I am to the customer's plight. But if you want to yell at me or even just have an in-depth discussion of policy, then by all means would you like to speak with management? I'd just rather not deal with it.

[wagegoth]

Enigma, knowing where you work, you don't get paid enough to deal with any kind of hassles. Let management do it.