Author: Steve Deighton
Steve Martin, comedian, author, musician, and actor, is quoted as saying “Some people have a way with words, and some people not have way.” When we consider the interaction between our service employees and our customers, do the employees communicate and demonstrate their understanding of the customer’s concern (and ultimately, the way the employee addresses the concern) in a manner which does not offend the customer?
Do customer service issues, which should be routinely handled, escalate to higher levels unnecessarily? Do our employees have the situational and contextual awareness to be sensitive to our client’s needs and feelings?
A formal survey of leaders is not required to know if your customers are being provided with service that meets or exceeds their expectations. So why do organizations have people in service roles who lack the tact to work with customers? One explanation is that some people are just wired…
View original post 273 more words