Unfortunately, customer service isn’t always thought of this way. It’s more often looked at as a (quote unquote) lower-level concern, wholly dependent on, and entirely the domain of, the frontline customer service agents upon whose performance service ultimately rests. But if you send your customer service reps and customer support agents to training (and as a customer service trainer, I welcome them, every day!) Has company leadership provided empowerment so that frontline customer service employees can make the pro-customer decisions needed to provide great service in unexpected circumstances? If you’re wondering why your customer service performance seems stuck in a rut, look for ways to further involve leadership.

Source: Forbes February 20, 2018 21:53 UTC