One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect the guilty.
My colleague walked into an office building for an appointment and when she approached the reception desk to sign in, she was greeted by the receptionist. The colleague had just gotten over the flu the week before and had a small, irritated area at the base of her nose. As she began to grab the pen off the counter to sign her name, the receptionist barked at her, “You’re going to have to wipe your nose before I can let you sign in.”
My colleague was taken aback. She took a deep breath and replied, “It’s just a small scab.”
The receptionist said, “Oh,” and then looked back down at her desk.
This interaction fails on so many levels that it’s difficult to even list them. Read More