Customers like to have their problems fixed by the first person they approach. Having an employee call for the manager only causes irritation and frustration.

They can see it as a stalling technique and is more likely to require more costly remedies for the problem the customer has.

Managers facing such an intervention are more likely to have annoyed customers to face, which is not much fun for anyone.

Empowering your customer facing employees is a great step to delighting your customers.