Empower Employees:-
Employees must be trained and empowered to solve problem as they occur. The company uses customer knowledge database as the key source for immediate problem solving by its customer service representatives. These representatives are empowered to solve the customer’s problem, but at the same time they must adhere to stringent requirements necessary in the health and pharmaceutical administration business.
For service employees, there is a specific and real need for recovery training. Because customers demands that service recovery take place on the spot and quickly, frontline employees need the skills, authority, and incentives to engage in effective recovery. Effective recovery skills include hearing the customer’s problem, taking initiative, identifying solutions, improvising and perhaps bending the rules from time to time.
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