CHAPTER 5FACE 4Open to Learning versus Know-It-All
The senior VP of customer service had a mandate: do something about declining ratings in customer feedback forms. Her managers kept telling her the same thing over and over again: we need to hire more customer service reps. She let them do it—but the ratings kept getting worse and worse. This went on for months, until one day in the lunchroom, the VP struck up a conversation with a customer service rep. To her surprise, she discovered the answer to her problem within just a few minutes. The managers had been making all the reps use the same script for every client. The reps had begged to use different ...
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