Customers want the person in front of them to have the authority to solve their problem. If front line staff can't solve a customer's problem, it is either a training issue or you have not empowered them to solve problems.
Reputation and customer service are linked together. When front line staff can't solve a problem, it erodes your reputation one customer at a time.
If you want a reputation for outstanding customer service, you can't worry about customers taking advantage of you. Put the pr...
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