Several decades ago I was a brand new manager of a mass market retail jewelry store. One evening, at the height of the Christmas rush, I was working with a customer when one of my temporary employees interrupted me with a customer service issue. It seems that his customer wanted more credit than our policy would allow. I was, ahem, “less than deft” in handling the situation and the customer went away extremely upset.
Either she was a secret shopper, or a secret shopper watched me botch the incident and, of course, I had some ‘splainin’ to do, as Ricky Ricardo would say. Fortunately for me, there was no such thing as Twitter, the blogosphere, or even Usenet back in those days.
See her link to the cupcake story.
Yet another example of how a bad customer service experience is the curse that keeps on cursing you.
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