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 "Our Take"
| | About
"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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6/28/06 - Misdirected Question
Yesterday I posed a question about empowerment as it relates to servicing customers. The specific question was, "Can your front line employees recite your company's service values, and do their actions reflect the proper internalization of those service values?"
One reader responded by saying, "Your question is valid, but misdirected. Call center reps are being measured on numbers, not values. How many calls did you take, how fast did you pick up? How quickly did you address the issue?" He went on to say, "The question you asked should be asked of management, and how they empower their employees."
That is a fair response. However, if front line employees have embraced service values with their actions and their words, I think it would also be a fair assumption that it happened because of enlightened, empowered, and passionate management. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)
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