Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company?
Rather than offering another set of tactics for improving customer service, this audiobook takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as:
âą Company culture doesn't always support service excellence
âą Over-emphasis on cost reduction often increases the cost of service
âą Employees are torn between doing the right thing for the customer and following policy
âą Poor products and services can make helping the customer nearly impossible
âą Employees' interests often don't align with company goals
Once core problems are identified, the audiobook offers corrective solutions, including redirecting coaching efforts, revisiting pol