Remember that story where a woman sued McDonalds in the early 90's after being burned by spilling its coffee? When it happened, many scoffed at the incident and dismissed it as another example of how litigation-happy the United States has become.
But the New York Times recently featured an article spotlighting this rather infamous consumer case that may hold some important truths for your answering services employee to understand. Specifically, the case pointed out that the incident resulted in serious burns for the victim, Stella Liebeck, that required surgery.
There has to be some kind of happy medium between unknowingly providing the customer with a product that may cause damages and handing the entire process over to automation.
An NPR story has described how coffee processing devices that can process orders electronically and make the entire interaction smoother may be condensing the entire experience into one interaction, potentially limiting hazards but also cutting out any real human experience altogether.
This may seem far from the world of customer support, seeing as a big part of this coffee case involved the fact that Liebeck spilled the drink on herself. But it does speak to the sincerity that even a plain old telephone service must work to preserve when it receives a call, no matter how far-fetched a certain inquiry may seem.
This should be done not out of fear, but because a lengthy lawsuit that drags a case into something large and troublesome isn't beneficial to either party. Your customer services employees may have a sense of humor, but scoffing at a problem can make even bigger issues for your company to deal with later on.