Question

When there is more than one person in the service desk, why should you avoid encouraging customers to speak with only you?

Answer 1

When there is more than one person in the service desk, it is important to avoid encouraging customers to speak with only one person because it can cause a bottleneck, limit exposure to different perspectives.

Step-by-step explanation:

When there is more than one person in the service desk, it is important to avoid encouraging customers to speak with only one person because it can lead to several issues:

1. If customers are directed to speak with only one person, it can cause a bottleneck, as that person may become overloaded with customer inquiries and may not be able to handle them all effectively and efficiently.
2. By encouraging customers to speak with only one person, it limits their exposure to different perspectives and solutions. Other employees may have different knowledge and expertise that could provide better solutions to the customers' problems or inquiries.
3. If customers become accustomed to speaking with only one person, it can create a dependency on that individual, causing issues when that person is not available or leaves the organization. It is important to encourage customers to engage with the entire team to ensure continuity of service and avoid disruptions.