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Message: <blockquote data-quote="FrogReaver" data-source="post: 9522954" data-attributes="member: 6795602">I have 3 thoughts on this1.  The business screws something up and inconveniences the customer with no form of compensation offered for the customers time and aggravation, generally by not empowering employees to do anything else than say sorry. (Ex: Incorrect takeout order. Way incorrect estimated time for pizza pickup, grocery store charging incorrectly by only fix is to go wait forever at the customer service counter for someone to come, Subway in particular is notorious for having 1 employee making sandwiches so if there’s ever 3+ customers showing up at same time you go from a minor wait to a very long one).  A one time mishap for any of this is probably forgivable, but these experiences are quickly becoming commonplace, at least in the U.S.  Very frustrating and the implicit message from the business is ‘we don’t really care how it impacts you when we screw up’.  2.  It doesnt help that most employees don’t have any deescalation training.  That they never admit any fault on the businesses part, and that typically they are powerless to actually do anything even approaching a fair resolution to the issue. 3.  I don’t agree with yelling, screaming and cussing at the employees, but I’ve had so many lie to my face, or make snide remarks, and I do think it’s fair to call out those things when they are doing them. Most simply cannot handle being called out for their own crappy behavior.</blockquote>

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