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Are frontline processes ruining your customer experience?

February 23, 2010 by William Cusick — President, Customerspectives

Without processes, it’s tough to run a business. Things fall through the cracks. So you create processes (or as you’ve probably seen, they create themselves).

But as you think for a minute about your customer processes, here’s the question you must ask yourself:

“Are our processes designed to empower good employees, or to control the damage of bad employees?”

Great customer service companies have processes. But, as a rule, those are typically designed to help their employees exceed customer expectations. They provide options and flexibility, they let  great employees be great.

So take a look at your customer interactions. If it’s possible for employees to use processes as a crutch (”I’m sorry, sir. Our system doesn’t allow us to do that), you’re probably not a great customer service company.

About William Cusick

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