Tuesday 26 March 2013

Horror Stories - 'Falling Down'

Michael Douglas in 1993 - one of the HelpHound team twenty years on; has customer service improved?

11.35 am in Greggs Earl's Court: "May I have a bacon and cheese turnover please" - answer "No, we stop serving breakfast at 11."

Now - this is fine as far as it goes, but the stumbling block was when the Greggs staff were asked "Why?" (Earl's Court is full of shiftworkers - hotels, London Transport etc. Some are even Greggs' staff!) and they were only able to answer: "Company policy"

The staff in Greggs were great - and our colleague left with two turnovers for the price of one. But why, oh why, don't managers brief their staff on the reasons behind 'company policy'?

BTW - if you are in customer service (and who isn't?) and you haven't seen 'Falling Down' it's a 'must watch'!

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