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Empower Employees to Handle Customer Problems

Posted by: Rod Kurtz on September 27, 2007

Nine times out of 10, a customer problem starts with a simple issue that can be solved in a matter of minutes. These issues can make the difference between one-time customers and loyal patrons. Front-line employees typically encounter and discover customer problems and should therefore be equipped and enabled to instantly resolve them.

This is what I call "make-it-right power." It makes the front-line experience run more smoothly and efficiently for both customers and front-line employees. To incorporate this into your small business, you need to engage front-line employees to ensure it is valuable and effective.

Here are some ways to give front-line employees make-it-right power:

• Spend some time with the front-line employees to understand how they currently solve customers’ problems.
• Find out from the employees what would make it easier for them solve these problems.
• Record this gathered knowledge into a best practices document.
• Establish make-it-right authority for every employee in the organization.
• Define a policy and procedure around how to administer make-it-right power.
• Provide the necessary training.

Once a front-line employee has make-it-right power, he or she will be able to quickly and efficiently solve customers’ problems. This is a simple step that will improve customer loyalty and improve your bottom line.

Michael D. Brown
Customer Service Consultant
Author of Fresh Customer Service
Los Angeles

Reader Comments


March 4, 2011 2:46 PM

Its both a school and home problem. Teens from broken homes are less likely to get good sex-ed from their parents so its necessary in schools. I had a planned parenthood a block from my school and during sex ed they gave you a pamphlet to go, and I have to say I saw no teen pregnancies my junior and senior year. I myself would never have waited for marriage to have sex. I think dating is a growing and learning process and part of finding the one is understanding all the things you want. I am not dumb, I never got pregnant and me and my husband are still waiting to be sure we have enough in savings and enough of what we want in life before we choose to have a kid. I think I was responsible b/c when I was younger and going to parties my step-mother sat me down and said, I hope you are not having sex, but you are hanging out with boys now I am going to take you to the doctors you may ask for birth control or not(if you are having sex I urge you to ask for birth control) and she stayed in the waiting room. I was not having sex but I chose to obtain birth control I still didn't have sex for another year. But it was made available to me in a way that I wasn't nervous or scared and I think it helped

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