I’m sorry you thing this is an “attitude” I am portraying because it’s not. There may be something in your business that you cannot control. Now take that condition and apply it so that you make them aware that you are not responsible for it, but the customer feels you must be responsible to reimburse because of it.
Your front line people are constantly pointing out your disclaimer that you told them you are not responsible, but your customer doesn’t believe that’s fair. Then add to that you now have to pay any cost the customer assumed while using your product and is allowed to get some of that back. As a business how are you going to react? Everyone is entitled to a respectful interaction, employee and customer. Staffing as I mentioned before is a downward spiral of cost cutting. How do you make car builders agree they can do without their robot assembly staff?
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