John DiJulius | Customer Experience Blog


Your employees need to do the LEAST | Winning in your “People” business
July 28, 2015, 4:48 pm
Filed under: Customer Service
Is your company Zero Risk? Zero Risk doesn’t mean your organization never drops the ball. What Zero Risk does mean is that when the ball is dropped, your employees (any employee) handles it appropriately and makes it right with the Customer. The Customer may now actually be more loyal than they would have been had everything gone as they expected. There are four key parts to being a Zero Risk company:

  1. Have a specific response protocol that all employees are trained to use for when Customer challenges occur.
  2. Know where your company drops the ball most often.
  3. Have systems & processes in place to reduce issues from happening.
  4. Have a service recovery system and tools that your employees can use to make it right when it does happen.

Response protocol that all employees are trained to use for when Customer challenges occur- This is the one I want to focus on in this article. Here is a test: Ask five employees what they would do if they encounter an upset Customer (the reason is not important). I guarantee you will get five different answers. It is key that all your employees know how to properly react and handle a situation when a Customer is inconvenienced and potentially upset. The key is that training needs to be easy to remember, effective and easy to implement. I have seen dozens of different protocols; my favorite that is both easy and effective is L.E.A.S.T.

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