Your BOLD Service Mentality

  CRM   Stakeholder Management  

How compassionate are your systems to the needs of your customers and staff? Let me give you an example: On my birthday I got the worst sweater I have ever seen. The color was hideous. Fortunately it was purchased at my favorite store. I have never had to return something to this store before, but assumed it wouldn't be a problem

The very polite lady behind the counter, who knows I am a regular customer, explained there was nothing she could do because I didn't have a receipt. Big deal, I thought, I spend so much money here and they can't even make this one exception? The salesperson did everything she could, which was pretty much nothing. I felt helpless, she felt helpless, and suddenly I was a victim of an uncaring system that didn't respond to the needs of the situation, the customer or staff. I always thought the store's motto--Customer Service Is Our Priority--was true. Until now. How can customer service be a priority when the system is so inflexible? It is like saying, "Here is what we call good service--if you don't like it too bad." It's service by the store's terms, not the customer's.

A Compassionate System
What is a compassionate system? One that is flexible enough to respond to the needs of the situation and everyone involved (both staff and customer). A system that creates an environment where employees are empowered to use their judgment to make …

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