Insecure bosses will lay down rules, brashly and with much fanfare, announcing thatI’m spelling this out loud and clear so there’ll be no room for interpretation." But exceptional customer service requires room for interpretation–with your talented, well-trained, and fully empowered employees being invited to work as the interpreters. What’s essential to keep in mind is that as long as the employee has been wrong in favor of the customer, the employee is still providing superior customer service, service that is better than they would have provided by rigidly following some executive-based rule. What I've seen, over and over, is that if you celebrate pro-customer attempts by your employees, you will become legendary for your customer service. If you don’t–if you rule your roost with excessive rigidity–your unyielding ways will sink you in the eyes of your customers.

Source: Forbes June 01, 2019 16:24 UTC