 OUR TAKE -
Empowering the Front Line
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Never tell people how to do things. Tell them what to do, and they will surprise you with their ingenuity.
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Gen. George S. Patton
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Do you remember the three things customers want when something doesn't go wrong with the customer experience? If you said information, acknowledgement, and resolution you are right on. Beyond the customer demand, those three things form the sturdy legs of a three legged stool called loyalty. Therefore, it's not a big leap of faith to say these three things are good business.
But there are other people who want these three things for the customer. Care to guess who I am talking about? If you said your front line people - call center agents, sales representatives, field service technicians, etc. - you are right on again. Armed with the marketing story or the PR spin does little to empower.
Armed with information, acknowledgement and resolution, the front line can get the job done. And if they can get the job done, how less likely are they to get two beers and jump?
That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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