How do you deal with an angry caller who insists on talking to the senior manager yet the senior manager does not wish to take the call?

Thanks for the question.

If fortunate, you can ask a different manager or anyone who is above you, otherwise, go to your manager's manager. If no one will really take it, offer a callback and explain to the higher ups why a callback is necessary given that all efforts have been exhausted.

Politics and calm and the absorption of his anger and try to implement what he wants. 

The first thing to do in such scenarios is to gain customer’s confidence by

1.       listening to him patiently,

2.       understanding his issue

3.       and comprehending him

to be done in the mentioned order.

If he insists for a manager, you must provide a manager to talk to him. (100% of the time). It is the managers KPI to take the call.  

All front line sections in all levels must have the capabilities to handle all kind of customers especially when the customer ask for a senior level to deal with.

In case of none availability for a senior member for any reason, note down the customer contact details to be contacted by a senior member later on