[1] in Noontime Service Coverage
Reason for this meeting
mhpower@ATHENA.MIT.EDU (mhpower@ATHENA.MIT.EDU)
Tue Oct 27 12:55:47 1992
This meeting will archive the public mailing list "lunch@mit.edu".
The focus of the discussion will be on customer service.
In particular, many offices at MIT are nominally open for business
throughout the working day. Often, though, this comes with the
implication that customers really should not seek service during some
loosely designated "lunch hour". Ideally, staff schedules could be
arranged so that uniformly excellent customer service would be
delivered, even at 11:59, or 12:30. Customers may, however, perceive
the service availability then to be spotty, or the quality poor, and
simply not bother for as long as, say, the 11:30 A.M. to 2 P.M.
interval. Sadly, this occurs even when that happens to be the most
convenient time for the customer to be away from his "desk" or other
obligations. As a service provider, though, one might quite
legitimately become annoyed at customers who are mostly heard from at
midday, especially if this occurs regularly, delaying or interrupting
one's lunch.
Open discussion of this problem is encouraged. It's not expected that
participants will offer any formal recommendations, but instead just
share their comments and anecdotes from whatever perspectives.
It is hoped that the discussion will receive input from many parts of
the Institute community.
