You're striving to empower frontline staff. Can you uphold service quality standards at the same time?
Empowering your frontline staff is a crucial step towards creating a positive customer experience. These are the individuals who interact directly with your customers, representing your brand and its values. By giving them more autonomy and decision-making power, you can foster a sense of ownership and motivation. However, this empowerment must be balanced with maintaining high service quality standards. It's a delicate equilibrium between trusting your team and ensuring they have the guidance and support to deliver consistently excellent service. The challenge lies in implementing the right strategies to achieve both objectives simultaneously.
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Shepard (Shep) HykenCustomer Service and Customer Experience Expert | Keynote Speaker | NYT Bestselling Author | Shep helps companies…
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Arthur MitkeVP - Claims, Operations & CX
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Fabio FilhoHead of Education, Training and Certification GTM Latam at Amazon Web Services (AWS) | Sales & Marketing Director | AWS…