Training, protocols and a generous spirit can defuse explosive situations
Customer service has been a hot-button topic in recent weeks after a series of highly public events on airlines went viral on social media.
One passenger was dragged from a plane after refusing to give up his overbooked seat. Another was ejected after using the restroom at an unapproved moment, and a flight attendant nearly got into a scuffle over a stroller.
At a time when most people have mobile phones handy to take photos or videos of any potential customer service catastrophe, it has become more important than ever for restaurant operators to train their staff to defuse potentially explosive situations before they become news, said attorney Philippe Weiss, managing director of Seyfarth Shaw at Work, an employment-focused compliance and...
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