Published by:
Harvard Business Publishing
Length: 3 pages
Topics:
Customer service; Service management
Abstract
Most companies pay lip service to great customer service. But the ability to consistently deliver great service eludes a lot of them. What''s the secret? In addition to giving front-line employees the necessary information, authority, and motivation to provide good service, you must also teach them how to handle customers and solve problems. Here are 12 steps to a great customer interaction. Includes a sidebar on USAA''s great customer-service record entitled "Sterling Service: Creating the Context."
About
Abstract
Most companies pay lip service to great customer service. But the ability to consistently deliver great service eludes a lot of them. What''s the secret? In addition to giving front-line employees the necessary information, authority, and motivation to provide good service, you must also teach them how to handle customers and solve problems. Here are 12 steps to a great customer interaction. Includes a sidebar on USAA''s great customer-service record entitled "Sterling Service: Creating the Context."