Companies need to have a little book that tells employees what CAN be done to help the customer. I am thinking of the example of the friendly Southwest pilots, or giving the customer a break when the sale technically ended the day before. How do you train and standardize these processes across a firm and keep everyone smiling, happy and energized. I think these are excellent ideas but the reason that customer service is so lacking nowadays is that these principles are difficult to execute. Happiness is a person and an atmosphere, not a rule.
Salespeople are afraid to use it.
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