Dec 18, 2007

Adventures in customer service

When approached by a customer who's had a problem with her order, help resolve the issue. Do not go into lengthy detail about IT issues; employees who are lazy, arrogant, or stupid; or problems with the supply chain. Save it for the company newsletter.

Special message to busy baristas: When a customer complains that she hasn't gotten her order, avoid calling the customer a liar. It makes her grouchy.

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