Engage Your Front Line Employees to Drive Outcomes
by Kate Feather, EVP, People Engagement
Did you know that your most disengaged employees are probably the ones who are interacting with your customers on a daily basis?
The customer service function in any organization plays a critical role in creating and retaining engaged customers. In most companies, customer service representatives are the face of the organization. And, for many customers these employees are the sole source of contact they may have with the company ?these employees have the capability to turn an ordinary interaction into either a magical (or a miserable) moment.
In fact, our customer engagement research has shown that customers who deal with engaged employees (those who are passionate and committed to the organization) in turn end up being engaged themselves. More... |
