Whether you are leading an IT Global Service Desk, a BPO contact center, or a non-technical customer service team, to deliver great customer experience, treat reps like adults not children. Start with engaging them in self-assessment and see the ownership and performance soar!
Leaders, do customers experience superior customer service you promise? To say yes, you must be sure that every team member is attitude ready! Here’s a checklist.
In customer service, what you picture you create. To deliver the best customer service or technical support, use the picture this airline rep in this story created. Here’s the true story and the lasting message of customer service inspiration.
Does empowerment precede knowledge or knowledge precede empowerment? That’s what the CEO asked me? This confusion is most prevalent with new front line leaders. Many companies promote team members into front line leadership positions without training or coaching. They leave them to learn it the hard way — and call it empowerment. The confusion, the results, and the alternatives.