now in our society..customer service. How many times a week do all of us try to contact someone to resolve a problem only to get an idiot on the phone or some untrained kid. Giving more discretion to employees on the front line to deal with an irrate customer or even a nut is a recipe for disaster.
Example, my neighbor got a waterbill for 3,000.00. She called the city and was told that they would be happy to send someone to reread the meter in the next 30 days but she would need to pay the bill. Neighbor stated that she didn't have 3k to pay and wait 30 days to get it back or have it credited to her water bill for the next six years,so asked to speak to a supervisor. She was told that no supervisors were available the person on the phone was authorized to resolve any billing issues, the bill would need to be paid in ten days, they would reread the meter within 30
days. Neighbor got irrate told the person that was stupid. Person on the phone told her she was being abusive and hung up on her.
Neighbor called the public utility commission and filed a formal complaint. The next day the city manager contacted her, apologized for the billing error that billed her for 96000,00 gallons instead of 960. He further apologized for the actions of the person who had hung up on her and mentioned that they had made a mistake by authorizing front line employees to resolve all customer complaints.
Part of this problem is that employees are many times not trained or paid to be able to resolve problems so if they are then certainly give them more latitude but most are not. The risk of not taking the attitude that the customer is always right can result in not only loss of business but also formal complaints and or in the extreme a lawsuit, even a frivolous one is expensive to defend.…