Reporter is deliberate SC for a story

[wolfie]

Background: Toronto's transit system has a record of poor customer service, and has recently hired someone with a hotel background as their customer service manager. One of our daily newspapers sent a reporter (http://www.thestar.com/news/gta/article/768663--testing-ttc-service-as-guest-from-hell#article) to his hotel to test his abilities in customer service by being a deliberate SC.

IMNSHO, reporters pulling stunts like this give SCs a "license" to act the way they do. Also, how does service at a luxury hotel show how service on public transit would be after the hotel's manager takes over as customer service manager at the transit company?

[CrazedClerkthe2nd]

There's nothing wrong with wanting to "test" a company and even be a bit difficult in the process, but as the article says this person was the "guest from hell". FIFTY NINE calls to the front desk???! There are SCs that are better behaved and more easily placated.

I also love the quote from the guy who says dealing with SCs makes him want to "work a little harder" to make them happy. Newsflash: There are some people who will NEVER be satisfied no matter how hard you work your butt off.