Let the front line be human

This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog.

The front line has been programmed to get a certain output.

It might be closing the call within a time frame, a quota of customers in a certain time period, or some kind of up-sell or cross-sell goal.

Because we’ve nearly robotized the front line, there’s a predetermined flow of the conversation that makes it one-sided to the company’s advantage.

Let the front line be human.

Give them the skills for listening and understanding. Help the front line deliver to the customer based on the needs of the customer.

Talk about respect.

It is not a myth that if you can solve a customer problem successfully, then you have created a more profitable customer.

Crunch those numbers

Maybe it will help you to make your case for the resources, investment, and commitment required.

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About Jeanne Bliss

As “Chief Customer Officer” for Lands’ End, Mazda, Coldwell Banker, Allstate, and Microsoft, Jeanne got “customer” on the strategic agenda, earned 98% loyalty rates, and changed experiences across 50,000-person operations. Jeanne now runs CustomerBliss to create an actionable path for profitability and business growth -- through earning customer and employee raves. Her best-selling books are Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive

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  1. Elaine Fogel

    Jeanne is the customer experience maven. Can’t wait to read her new book coming in June!

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