Do you know how stupid it sounds to call your demoted manager a Lead in front of the customer?
We don’t have managers anymore when it comes to escalations and I wouldn’t be looping in a director because it would look even more stupid to the customer.
What are we supposed to do when the customer wants to speak to the manager? Did the leadership think about this at all???
The customer has no idea they are demoted so calling them the lead instead is your choice. I’d call my cube-mate manager if it would calm the customer.
Whomever you report to or whomever you are told to report to, let them deal with it. I wouldn't sweat this one.
Dont sweat it, just loop your Manager, IC whoever you report too into the loop and let them deal with it. This is a Dell problem not a you problem, you dont get paid to make these decisions.
@c8 what?? I don’t think you work for Dell.
Curious to know the answer here as well.
These things doesn’t matter.. non of these decisions were made based on logic.
I mean, i get what you are saying but... your manager is now technically the director? What difference does it make to the customer lol..?
They simply don't.
Most Dell managers I've met do their best to avoid any contact with the customer. Even those in Sales seem to be desperate and very avoidant every time you mention including them in a loop or conversation with a customer.