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Tried the smile-and-nod approach during a rush, backfired badly
Last Friday I had a line wrapping past the counter and this regular kept asking about menu changes I'd already explained twice, so I just smiled and nodded instead of correcting him. He ordered the old item, got upset when it wasn't available, and I had to comp his meal plus apologize to the three people behind him. Has anyone else found that gentle honesty saves more time than just letting a customer be wrong?
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henry6047d ago
Read a thing once from a guy who worked at a call center and he said faking agreement just delays the problem and makes it bigger later. What you ran into is exactly that, the customer thinks the old item is still there so now he's mad on top of confused and the whole line pays for it. Short and clear early on usually stings for two seconds and then everyone moves on. Your mileage may vary by customer though, some folks really do just want to be heard.
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