Quote:
Originally Posted by phenomshel
With all respect, DG, (and you do know I respect you, I hope!), this is no longer the case in the majority of retail establishments. In my experience, what rhadin said is more usually the case. Most corporations do not care about their own low-end workers, or their customers. They want their objectives carried out, but see no reason to give the people actually carrying out those objectives the tools to do so. This leaves the low-end workers with two choices. Admit they don't know the answer, take the customer to their manager, who also doesn't know the answer most of the time, and leave the customer with an impression of incompetence, or pad the information and then also come off looking incompetent. Rock, meet hard place. No, it doesn't make sense, and common sense would tell you that it shouldn't be that way, and you're right that it didn't used to be that way. But sadly, that is the way it is now in a LOT of corporations. Including the one I work for...
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This would seem to be the most logical answer.
Way to instill confidence in your customers, people! (You know I'm talking to the heads behind the desks, right?)
No one is asking for anything more than an honest answer.
"We don't know, that information hasn't come down to us yet"
doesn't seem like such a hard thing to say. Surely no one is saying they'd get fired for telling the truth.........