Empowering Staff to Resolve Problems

Recently, there was a minor issue with a product that I had purchased. When I called to get it resolved, I was told by the Customer Service Rep “I cannot resolve this without getting my Supervisor to help me.”

Has that happened to you? Very often, organizations do not empower its Staff to resolve those minor issues that occur and the cost that is required to resolve the issue is far greater than it needs to be.

Establishing some parameters for when and how Staff can address pre-defined problems not only is more efficient, but it also increases customer satisfaction. And, when customers are satisfied, they come back.

If your organization has not defined what issues can be addressed by Staff without escalating them to management, it is time to do so. Need help? Contact Charlene Aldridge at 972.447.9787 or CharleneAldridge@aldridgekerr.com to discuss how we can assist you in improving your problem resolution process.

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