Pete: Hi I’m looking to change my subscription plan.
Customer support: OK I can’t actually make those changes but let me just talk to my supervisor.
Pete: Ok I’ll wait.
CS: Ok my supervisor has told me I am allowed to upgrade you.
Pete: But I’m looking to downgrade my package.
CS: One second please
Pete: (sighs audibly)
CS: Ok my supervisor told me that I am now allowed to downgrade you to the 14.95 package only.
Pete: But I want to downgrade to the 9.95 package!
CS: Ok let me just ask my supervisor if he’ll let me do that.
Pete: Oh for crying out loud!
…
It’s painful dealing with non-empowered employees.
Painful for the customer, painful for the manager but most of all painful for the employee.
Thomas Duggan 