Andy Glover
A Tech guy who crossed over to the dark side. Once to management,the second to a Mac. My friends are trying to decide which is worse. Occasional deep thinker
As companies become larger and larger, often the customer service agents (who also often have the difficult task of monitoring social media as well) are not empowered enough to help customers in a timely and effective manner, which further strains the relationship between user and brand.
Whole-team customer support
Veronica Belmont
101
I have seen this issue repeated time and time again. It is easy to forget the frontline is your best line of defense. It is on that front line that customers are won or lost. However, it seems that companies go out of their way to strip the front line of the power they need to address the issues the customer faces.
I’ve heard it said that the frontline can’t be trusted to make those kind of decisions, that they don’t have the training needed to make those kind of decisions. My response has always been, and will always be, “Then train them.” At the very least, the point of decision needs to be as close to the front line as possible. Not two levels above not three levels above but at or near the first level.
