For today, let’s look at one of the spookiest phenomena I know of in a customer service context: the employee who takes a monkey wrench to an otherwise-positive customer service culture. This is the dreaded monster I call the customer service tyrant. Customer service tyrants are a somewhat rare beast–I don't come across them every day as a customer service consultant, thank heavens–but the results of their actions can be devastating. In contrast to the more common phenomenon of good-hearted, poorly trained employees who want to do well but don't know how to go about it, the customer service tyrant knows exactly how to provide the type of customer service they want to provide: catastrophically terrible service. • Don’t accidentally give a license for bad behavior: Don’t misunderstand, and don’t let your employees misunderstand, empowerment.

Source: Forbes October 31, 2018 16:32 UTC