Employees are the cause of the most dissatisfaction…

More on the Ten Service Myths

Having spent a lot of time in various call centers around the world, I have notice a constant. Employees (CSRs) will work to maximize the process or plan to their benefit. This is no different than a Sales Rep figuring out how to maximize a comp plan with the least effort or Dev Manager taking a red pen to an MRD. CSRs touch the customer so the impact could cause customer dissatisfaction. To say that they are the cause though it not right. Management needs to shoulder the burden and lead by changing the process and connecting with customers. If you are management and believe that your troops are the problem, you need to look long and hard in the mirror.