PODCAST: How Great Companies Empower Their Frontline Employees
We’ve all experienced that customer service person who lacks the power to address our problem. If you insist on speaking to the manager, you may be punished with the reciting of policy, more waiting, or being forced to re-explain your issue.
Recently, Forbes.com shared how some companies are building loyalty by empowering their customer-facing employees to fix problems on the spot.
- American Airlines lets flight attendants give customers complimentary miles on the spot.
- Zappos employees can do whatever they feel is right to help a customer.
- At Ritz Carlton, employees can spend up to $2,000 per incident to solve customer problems without a supervisor’s approval.
- Costco’s no-risk return policy ensures that anyone who is unhappy with their purchase is never turned away.
- Trader Joe’s lets employees open products so customers can sample before purchasing. And they take returns of opened and used items. Learn from these examples.