Question

Your team is understaffed and experiencing a very heavy call load when a customer tells you that she wants something done right away. You know that it will take at least 20 minutes to do as compared to the team average of 3 minutes per call. Fulfilling her request will also make it more difficult for other customers to get through. Given this situation, you decide to:

Answer 1

It is imperative to let the customer who is in a hurry that, just like her, all the clients in the store want their orders to be processed the fastest possible but, she must respect the clients who came earlier than her so we can make sure everybody in the store is treated the same. It is not suitable to mention the customer that the store is understaffed since this may be a reason for them to start claiming why more employees are not being hired.