Snapshot
Empowered Employees Make For Happier Customers
A home improvement products' retailer addresses the problem of its employees being stressed by their slow, unwieldy customer complaint handling process by empowering those employees to resolve issues instantaneously ... Check out below how to breed from this Sebir
Goal
Reduce product or service complaints of a home improvement products' retailer
Problem
Inability to resolve customer issues and complaints promptly stresses employees
Sebir
Complaints about products or services decrease through trusting personnel who deal with customers to settle any cause for dissatisfaction immediately. For instance, a retailer of home improvement products gives all employees the authority to settle a complaint on the spot, up to a limit of, say $500 per incident Employees feel very gratified when they can satisfy most customer issues themselves instantly. And because they take their greater responsibilities very seriously, their rulings tend to be more dispassionate and reliable than previous processes
Breeding Hint 2
Think how you might dramatically enhance the outside world's perception of your customer service by making it unusually easy for those who have a grievance to have it resolved. Such streamlining of traditionally fraught processes will make your service stand out and boost recurrent revenues
Breeding Hint 1
Think about how you might empower your staff to a greater extent by making them responsible for decision-making that has traditionally been handled further up the chain of command. This should lead to happier employees and, through them, to happier customers