empowering your employees Archives - Shep Hyken | Customer Service Expert

Find Ways To Say Yes

Delight Customers

There is a massive benefit to empowering employees to “break the rules” to delight customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.” In reality, employees aren’t breaking any rules. They are finding ways to take care of the customer while not breaking the “rules” mentioned above. (more…)

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