When should a manager on duty be called to assist a customer?

A manager on duty should be called to assist a customer primarily when the customer is dissatisfied with the service. This situation often requires more than what a cashier or other staff member can provide, as a manager is trained to handle complaints, resolve conflicts, and ensure customer satisfaction. The presence of a manager can help de-escalate a tense situation, provide solutions that staff may not be authorized to offer, and reinforce positive customer relations.

While items being out of stock or long lines at checkout can be challenging for customers, these situations can often be managed through standard staff procedures. For instance, notifying customers of restock times for out-of-stock items or implementing strategies to efficiently process customers in line are generally within the scope of a cashier's role. Requests for discounts also typically follow established policies that employees are trained to handle, making it a less critical reason to call in managerial assistance. However, if the situation involves significant dissatisfaction or a customer feels their issue isn't being adequately addressed, that is when a manager's intervention becomes necessary.