When your service is really good. It never hurts to let management know when they’ve hired someone who knows what they are doing.

when the person behind the counter has absolutely no say in whatever policies they’re being required to enforce, the manager is just using them as a scapegoat

When you demand a pay rise. Preferably your own manager.

• When they say "I can't do that without a manager's approval" in response to your service query.

• When you know the manager personally and just need to chat but can't find them.

• When an employee has seriously fucked up.

Rarely, but:

• if whatever needs to be done actually requires the manager (refunds or such)

• if the person you've been trying to resolve the issue with is being obstinate, dismissive, or rude

• if something actually illegal is occuring (i did this once when I noticed that a gas station was charging more than their listed price on the sign, guy immediately fixed it and comped me my fill cuz that's super illegal)

• if workers are jeopardizing safety of other people. Don't tell the worker to stop, get a manager to do it and note that they're doing something unsafe.

And, most importantly:

• when you catch an employee smoking a joint outside and they refuse to share

Usually if somebody is going to get hurt. Otherwise I’ll let the business run itself the way it wants.

When your problem isn't the responsibility of the person in front of you, but it is the manager's responsibility.

I wouldn't ask that exactly but "who can help?"

Sometimes employees aren't empowered to do whatever it is you need done, but it is possible and allowed. That is when it's better to ask for someone who can.

When the business owes you something the person in front of you isn’t acknowledging or able to provide you.

When the sign says all hand soaps are 6 for $25 and the cashier tries to ring you up for $28.xx and refuses to budge when you point out the inconsistency

When your problem isn't out of some minor inconvenience that totally doesn't need a manager.

When you want to apply for a job.

Never because you are not angry at the employee or manager it is corporate bullshittery from the owners and investors that you are mad at. But they hideing in their silver tower shielded from the complaints. And if it's a mom and pop shop the owner will be there on site So you would just ask for the owner

(been working in retail and customer service for 10 years)

Realize you’re NOT talking to a manager. If we’re talking about remote customer service, be it call center or chat on a website, 99% of the time it will be just another same-level coworker just pretending. You’re going to have the most inattentive person on the other side, who’s sole job will be to let you vent out and repeat whatever the previous rep told you.

And even in stores, you’re likely to encounter a “daily shift manager”, who may not have any customer knowledge at all. You may speak to someone working in logistics, who just happens to be unlucky on this day.

Writing a paper letter to company headquarters? Good luck with that, your letter will bounce back to the regular customer support agent.

Oh, and I didn’t even mention all the outsourced agents, most outsourced calls are the “get me a manager” ones.

It’s all a scam, just don’t be a dickhead, and you’ll get a good customer experience the first time.

The only exception is, as mentioned before, any illegal stuff, aggressive behavior from the rep, in general stuff that would get the company in trouble anyway when reported to the market regulator or put in court. And even then, don’t ask for a manager, find the board member responsible for the operations area on LinkedIn and message directly.

The moment you walk in that door cause you are important and the world should cater to your every need. Let that manager know who is boss and greet them with a wry insult.