From the course: Managing a Customer Service Team
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Helping employees prioritize great service
From the course: Managing a Customer Service Team
Helping employees prioritize great service
- In a perfect world, our employees would make serving customers their top priority. But is that reality? To see for yourself, try observing employees serve customers. See if customers truly are the most important, or if other tasks take precedence. There are a few reasons why delighting customers might not be the top priority for employees. Let's explore a few. Conflicting priorities is one problem. For example, many contact center employees are held to a top-time standard while they're supposed to prioritize first contact resolution. It's difficult to simultaneously try to end the call faster, while also making sure you've completely resolved the customer's problem. Observation is another challenge. A supervisor in a retail store might ask an associate to arrange a merchandise display and serve customers. At the end of the day, it's far easier to tell if the display is completed than if customers were well-served.…
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