Chapter 11
THE POWER BEHIND THE SCENES
Most employees in an organization don't understand what it takes to provide good customer service, much less killer customer service. Yet it is the employees who play a major role in making the customer service experience positively memorable. For example, among the best features of Starbucks coffee shops are the baristas, their employees. At every Starbucks I've ever gone into around the world, they are always friendly, smiling, and helpful. They know the names of their regulars and chat with them on sight. They are patient when explaining their products to newbies who don't understand (and there is quite an extensive lingo to learn in regard to the menu of coffee beverages). They always listen carefully when children are placing the drink orders, treating them as important (and future!) customers. They are polite and quick to help when there is a mishap (like a spill), never making anyone feel bad. They apologize when there is a wait, and they thank patrons for their business. They make it right when there is a problem with an order. In short, the Starbucks baristas truly help power the company's entire Starbucks experience.
Every employee in every company should be responsible for customer service. The right people, actively engaged in the company and empowered to do what is right for the customer, can serve as catalysts for business growth through existing customers. Whether serving internal customers, vendors, or clients, each person ...
