Horror Stories – ‘Falling Down’
Michael Douglas in 1993 – one of the HelpHound team twenty years on; has customer service improved?
11.35 am in Greggs Earl’s Court: “May I have a bacon and cheese turnover please” – answer “No, we stop serving breakfast at 11.”
Now – this is fine as far as it goes, but the stumbling block was when the Greggs staff were asked “Why?” (Earl’s Court is full of shiftworkers – hotels, London Transport etc. Some are even Greggs’ staff!) and they were only able to answer: “Company policy”
The staff in Greggs were great – and our colleague left with two turnovers for the price of one. But why, oh why, don’t managers brief their staff on the reasons behind ‘company policy’?
BTW – if you are in customer service (and who isn’t?) and you haven’t seen ‘Falling Down’ it’s a ‘must watch’!