3 ms·
There are people who make a professional game out of extracting as much money from CSRs as possible. You go broke if you try to appease these people. The dirty
by shalmanese 16y ago
There are people who make a professional game out of extracting as much money from CSRs as possible. You go broke if you try to appease these people. The dirty little secret of every "we provide exceptional customer service" companies is they all have exception clauses for these types of people.
From the scant information provided in the article, this seems like it could be one of those people.
- tptacek 16y agoThere are those people indeed. So, pay these specific people their trivial $400, and then (a) figure out what your site did to create an 'exploitable' gap in expectations, or (b) figure out what your process is doing to create an 'exploitable' failure to meet those expectations. The answer to this problem could be as simple as a banner stating something like "in the event your room cannot be booked, you will be notified and a [comparable room] will be provided if you'd like to continue with your trip". Or, it could be that the reliability of property managers becomes a business metric, and managers who are overly casual with reservations are either (a) paid less to offset refunds that will be generated, or (b) excluded from the service. In the meantime, there's one (1) of these parties here; why not do what you can to make them evangelists?