CHAPTER 65
Use Your Authority
If you’re in a frontline position, you’re probably wondering what this chapter is doing here. “What authority?” I can imagine you asking. Believe it or not, many frontline service reps have a lot more ability to use authority to impact customer perceptions than they think.
As a business owner, I understand the power of authority. When I have to address a customer service issue (and only the really tough ones make it to my desk), the first thing I say when I call the customer is “This is Adam Toporek. I’m the owner of CTS Service Solutions.” Why? Because the owner is the ultimate authority. Sadly, customers are generally calmer and more respectful with me than they are with my staff. I know a lot of bosses don’t understand ...
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