Here is your Daily Dose of Amazing Service:
Forget scripts and steps
And here are some additional thoughts on this topic…
General George S. Patton liked to say: “Don’t tell people how to do things. Tell them what to do and let them surprise you with their results.” And he was right. In the world of customer service, this produces much better results. Because every person is different and will find a different path to the outcome for which they are responsible.
When you teach and motivate employees to serve customers by doing certain tasks they will focus on the tasks, not on customers. And doing the tasks will not necessarily create the outcome customers want. Programmed inputs do not always lead to the desired outcome when you’re dealing with people.
A better way is to help them see the vision of what they need to accomplish. Then ask them how you can help them get there.