Not only can a live answering service help a company manage difficult moments, it can also allow companies to demonstrate their personal values. If company representatives prove they can perform well under pressure, this can be an ideal opportunity .
You may have seen a recent viral video that has garnered more than 500,000 views on YouTube involving a foul-mouthed woman angrily confronting a Dunkin' Donuts employee in Fort Lauderdale. In it, a woman complains repeatedly about not receiving a receipt with her order, and that she would be posting her video on Facebook. But if her plan was to humiliate the workers on duty and get them in trouble, it backfired, as the donut chain has announced that it will be recognizing the employees who handled this situation.
In the video, Chapman uses extreme, incessant vulgar language and racial epithets in response to what she perceived as bad service, directly harassing workers on duty. According to the New York Daily News, the company is pleased with the way their employees handled this tirade. Jessica Gioglio, a Dunkin' Donuts representative, said as much in a recent statement.
"We commend the franchisee's crew member for handling this difficult situation with grace and patience," she said. "We believe this is a powerful example of great customer service and the respect our crew members have for our guests."
Though the incident had the potential to be a scandal, it seems to have turned into positive PR for Dunkin' Donuts. Companies can look for similar qualities in the employees of their answering services or call center.