In another topic, Bill Mimbu said this:

Bill Mimbu wrote: "You work at [company name]? Then, you must know... "Doesn't matter which city I'm in, I still get asked this.

I also did the same to a call from ‘British Gas’ that was actually a scam. They were insisting it wasn’t & had rang our company two to three times per day for three days. I was then given the managers name but put through to someone completely different. When I asked for a name that I could ask for when I ring the main British Gas phone number, the line went dead. They haven’t rang back since. Funny that eh?

But in banks/government offices/etc., asking for a manager is counter-productive. My bank has various managers (the bank manager, no doubt a deputy, an account manager, etc). 

I think if entering a bank or government office - to name two - it's best to be specific about the complaint so that it can be passed to the relevant person.

Same with, say, a supermarket. Sure, the store manager may be able to help you if you have a complaint about the bakery or fishmonger section, but it may be better to speak to the person managing the bakery/fishmonger so as to get your complaint resolved quickly.

Want to get some action? "I am not happy with your response, so I am going to stay on this call with you until we get this addressed." IF the call taker can answer it, they will.

Most support people are not allowed to hang up on callers - UNLESS they become threatening or start using profanity. Don't lose your cool TOO hard, and never curse at them; because then they have justification to hang up on you.

And as much as you hate to be put on hold - and we all hate it - sometimes you have a person who really wants to help you and is doing their best - but just doesn't have the answer, and has to ask someone else about it. However, you should expect an update every couple of minutes or so.

You have very real expectations, and very real concerns - but unless it's life-threatening, there's only so much priority a call taker can give you. Notwithstanding the jerks (their name is Legion),  usually you're dealing with someone who wants to help you - so try to be a little understanding as well.

Being a manager for a couple of decades now, hearing "Who's your manger?" or "What's your corporate number?" is a weekly occurrence.

Working with the public can be interesting and demanding, having thick skin

is a must. I make it my duty to stay calm while someone is going berserk .

I will actually lower my voice as there's is getting higher, sometimes the

person calms down others get crazier. Either way I'm smiling inside.

I mean, I learnt a lot about Liverpool to U.S. cruise ships - and the bootleg music they were bringing back here. Great taxi conversation!

But I do not miss working in offices.