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Originally Posted by ApK
And anyway, sometime it really IS the fault of an employee.
"I was only following orders" doesn't even excuse sworn soldiers in many cases, why should it excuse a customer service rep?
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Because they're following the guidelines the company has created to deliver the kind of the service the company has chosen to deliver and not gassing Jews.
It's not, for example, a crime against humanity to refuse to ship to an address that differs from the credit card billing address.
Quote:
Originally Posted by ApK
And, presumably Bezos would not be flagging a complaint if it was something that was in line with management's policies.
ApK
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HA! You have obviously never worked in a customer-facing role in a large corporation. We're told to do "A" even though we don't think it makes sense and annoys the customers. Nobody will listen to us. But if VP Joe decides we should be doing "B" instead of "A", it's an overnight change.