Essay about Who Is The Top 5 Monster Customer Service Blunders?
How do they do it? They conscientiously avoid what I call the Top 5 Monster Customer Service Blunders":
Monster Blunder #1: Trying to solve the problem with superficial employee training. Workers call it smile trainingprograms intended to convince staff to look and sound more cheerful, while giving them no particular reason to feel any more cheerful. When you boil it down, this kind of training does nothing more than itemize the specific service behaviors workers are expected to exhibit. It then becomes managements job to somehow enforce these designated behaviors into the daily operation of the business. If this approach has any effect at all, it typically creates conduct that strikes customers as mechanical and insincere. Worse, it often intensifies worker resentment and cynicism.
Instead of attempting to dictate what workers should be doing to delight customers, the better approach is to give workers opportunities to generate their own ideas for delivering a better customer experience. Managements role then becomes helping employees implement…