In a My Customer article, Haley Barrile, vice president of client services for Medallia, a designer of customer experience management programs, lays out five tips for empowering front-line staff and improving customer service.
Here are the five tips:
1. Hire service-oriented employees for frontline roles.
2. Set expectations and guidelines for frontline staff.
3. Give frontline employees the power to take action within those guidelines.
4. Provide them with tools to measure and improve performance.
5. Recognize and reward action.
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Here are the five tips:
1. Hire service-oriented employees for frontline roles.
2. Set expectations and guidelines for frontline staff.
3. Give frontline employees the power to take action within those guidelines.
4. Provide them with tools to measure and improve performance.
5. Recognize and reward action.
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