[lotsofpulp]

I disagree, I wouldn't want any of my minimum wage employees to be talking outside of the approved script for the reasons vkou said. It's too expensive to train someone who is probably only temporary anyway, and of questionable capacity to properly converse about legal technicalities. If a customer wants to escalate, then can escalate by sending an email to a manager. If the customer doesn't understand that, then they're free to hang up and help the next person.

[michaelmrose]

Presumably maybe you should pay more than minimum wage or at least pay SOME of them more than minimum wage so you can find some people of higher caliber than the the average taco bell employee. Then perhaps your hypothetical customers wouldn't feel like the only outlet for their frustration was to sue you.

[lotsofpulp]

Then prices would rise and customers go somewhere else. And when dealing with legal matters, the costs can get so high, there is no amount of training for temporary employees that can insure a business from material harm, so it's best to create protocols that reduce liability instead.

There's a reason why all businesses tend to some of the same solutions, because if you don't, you fail.