“All I can do is think about quitting” (and other reasons it’s hard to deliver exceptional customer service)

Photo by Ajeet Mestry on Unsplash

Today I sat in on a cable installation. The technician arrived early, he was polite, and competent. The job was reviewed and when the customer (wrongly) assumed this tech would accompany her down the road a few blocks to another property she scheduled, his eye rolls were evident and her confusion flustered…