Wednesday, September 15, 2010
Who is responsible?
You are working the front line. Great!
A customer comes in. Wonderful!
They want to see you. Sweet!
They don't look happy. Uh-oh!
They want to lodge a complaint about one of your employees. Rats!
Who is responsible? Me?
Should the employee be the one to make it right? No. You'll talk to the employee and get their side of the story, right? No. You're committed to handling the situation right then and there. YES!
While the customer may just need to vent, action on your part will show them you care enough beyond just listening. At that moment, you are responsible. At that moment, you need to take action. At that moment the customer needs to know that when they leave, a resolution is in the works.
Are you responsible?