Re:It's now your fault they don't know about it
by masklinn on Thursday March 03, 2022 @01:46PM
(#30544976)
> The correct business response is to petition management to staff more accordingly so that no table has to be de-prioritized (going by the book on customer service)... Also other measures can be taken, like stocking napkin dispensers and condiments on tables so that trivial requests don't over-burden staff.
Nonsense. Such customers are a huge cost and will always find reasons to overburden services.
The correct business response is to find ways to identify and eliminate them as customers, but that is rarely possible, so barring that you absolutely have to limit them to avoid their power of nuisance.
They are not people you can satisfy, or even want to: doubling staffing requirements in case one of those head cases swings by is not affordable.
> Applying attention rules to customers is a hallmark of bad customer service environments
That’s exactly what you’re advocating for, and what GP is advocating against.
Nonsense. Such customers are a huge cost and will always find reasons to overburden services.
The correct business response is to find ways to identify and eliminate them as customers, but that is rarely possible, so barring that you absolutely have to limit them to avoid their power of nuisance.
They are not people you can satisfy, or even want to: doubling staffing requirements in case one of those head cases swings by is not affordable.
> Applying attention rules to customers is a hallmark of bad customer service environments
That’s exactly what you’re advocating for, and what GP is advocating against.