When a customer asks to speak with a supervisor or manager, the initial step involves de-escalating the call. However, if the customer insists on speaking with a supervisor, it's crucial to advise the caller that we currently don't have a supervisor available, emphasizing that our team operates as an after-hours support team. Assure the caller that you'll gather their information and forward it to our management team for a prompt follow-up. Following the call, use the appropriate disposition, "ESCALATION". This process ensures a clear and systematic approach to handling such requests, maintaining transparency and efficiency in our customer service protocol.