 Don’t Fix What Ain’t Broken!Thomas A. Conklin Chapter 1.3 in Stories to Tell Your Students, 2011, pp 7-9 from Palgrave Macmillan Abstract: Abstract Let me tell you a story about a consultant named Tom. He spent four months working with a teleservices company in Wisconsin helping service representatives do a better job of up selling to customers who had complaints with their accounts. The department was organized such that each representative had a direct line that customers could call so they would deal with the same rep each time. For customers with complicated problems this model had the effect of facilitating relationships between reps and customers. Because the rep had a better understanding of their customers they were given the authority and responsibility to utilize resources at their discretion to ensure the customer was happy with the resolution of the issue. After the rep solved the problem, they would follow up with the customer when service had been restored to ensure satisfaction. This whole arrangement had a very nice appeal for everyone who was involved in the transaction: it boosted customer satisfaction, increased employee responsibility and efficacy, and improved the company’s reputation. Keywords: Authority; Responsibility; Motivation (search for similar items in EconPapers) There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-37043-2_3 Ordering information: This item can be ordered from Access Statistics for this chapter More chapters in Palgrave Macmillan Books from Palgrave Macmillan |
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