Long ago, I was working with a NFP that was going through a transition period. They sold their building, shed unprofitable programs and moved to a smaller more affordable space. During all of this transition the BOD requested that one long time employee be retained, and a new position be found for her. So, she became the receptionist.
Looking back this is hysterical, she was an older woman who didn’t like her old job and really hated being the receptionist. So, they had an older cranky woman with little patience as the first point of contact for the firm. What really makes it hysterical is she resented anyone who had an accent or spoke no English while she answered the phone.
This is a classic case of the wrong person in the wrong position. Because customer service is marketing, a happy customer is a repeat customer; an unhappy customer can have a toxic effect on a business.
After an extended period of time the Executive Director was able to retire the receptionist. This allowed the Director could hire someone who was patient and multilingual. Having the right hire to fit the responsibility allowed for answering the phones correctly and then complaints became almost nonexistent. Fit of personality matters, it takes all types of people to cover all types of positions. But they pieces need to fit properly for success.