Raising awareness of customer culture

Front-line employees are a huge reservoir of ideas and underutilized damélioration and known for innovation. It is they who are in contact with the public. Because of this position, it is from them, ultimately, that depends on customer satisfaction and these are also the ones who are best placed to see what works and what does not work, identify unmet needs, identify develop new services.
The problem is that in order to capitalize on this potential, they need one hand to feel entitled to exercise judgment, and secondly to have the knowledge and resources to do so effectively. A real challenge for companies that often manage thousands of geographically dispersed employees, sometimes with limited basic skills and high turnover.
This book succeeds in showing, relying on detailed examples of companies like Intuit, Zappos or Ritz-Carlton, that create a truly customer oriented work force is possible even in industries where turnover rates are traditionally high and jobs not always well paid nor very rewarding. It also provides the key to encourage each employee to exercise judgment in order to manage every customer interaction while preserving the consistency of brand and quality service. An excellent book, very supported.