All companies are guilty of their front-line employees oversharing with the customer. When problems arise, your only job, as an employee, is to make things right immediately. The customer does not need to know how and why it happened or even that it almost happened. The customer just wants the experience he was expecting. Have you ever been on a flight where the pilot suddenly announced on the intercom, “Holy cow, we almost crashed!” None of us needs to know that. Unless we are going down, it is best to keep those things to yourself.
It wasn’t my fault, it was…
Everyone loves to over share. Why? Because they want to make sure the Customer knows it wasn’t their fault.
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