this post was submitted on 04 Mar 2025
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No. Dead wrong. It's precisely the frontline staff who need customer feedback, and if makes them uncomfortable then so much the better.
It's the rank and file's job to pass criticism of the service offering on in team meetings, culture surveys, etc. My job sucks this week because I have to do x and yet the customers all hate it. Staff will drive change to policy when it's their ears copping the response day-to-day.
'I couldn't possibly bother the floor person' is code for 'I am going to tolerate in silence any corporate policy no matter how obnoxious', and line management and the executive know it.
LOL, as a rank and file, corporate doesn't care. I pass along feedback, but even if they lose 1% of their business, corporate won't stop their bullshit.