What does Principle Seven of Pos. Customer Service require?

• A. Keep customers waiting without updates.
• B. Let customers guess when service will be provided.
• C. Give notice to waiting customers.
• D. Immediately rush through customers regardless.

Answer: (C)

Providing notice to waiting customers is about keeping people informed and respected. When a customer is waiting, sharing updates and an estimated wait time helps them understand what’s happening, plan their time, and feel that their needs are being considered. This openness reduces uncertainty and frustration, builds trust, and often leads to a smoother experience for both the customer and the staff. For example, you might say, “We’re still with another customer; your wait is about 5–10 minutes, and I’ll let you know if that changes.” By communicating clearly, you set realistic expectations and demonstrate that their time matters. Keeping them in the dark, guessing about wait times, or rushing through service undermines satisfaction and can lead to complaints.