Get Me Your SV

So champs, I'm just done with my shift and it refused to end without an escalation.

Customer called to ask for a supervisor and all what I did was asking for the reason why, and all what he did was cursing and hanging up.

So it came to my mind to ask for the best scenario to handle these types of calls and if asking for the reason behind the escalation is necessary or I've should have transferred him directly.

In the later, my SUP most probably will ask me why and I still won't have a good answer for it.

Have you been into a similar situation before, and how could you see the best way of handling it!

Appreciate it,