***What customers want you to do.***

CUSTOMER WANT #1: Get the job done … whatever it is. Customers simply want to get what they came for.

CUSTOMER WANT #2: Make it hassle-free … which means as few tasks they have to perform as possible and no frustrating irritations.

***What employees need to achieve those two things.***

EMPLOYEE NEED #1: Time … to create a relationship and have a meaningful interaction with customers.

EMPLOYEE NEED #2: Tools … to do whatever is necessary to solve problems.

EMPLOYEE NEED #3: Training … to be competent in both the technical skills required for the work and the human skills necessary for quality interactions and building relationships. 

EMPLOYEE NEED #4: Trust … to make decisions and complete the work without micromanagement. 

Great customer service experiences get the job done without hassles, and that is accomplished when employees are equipped and enabled to do what is necessary to make it happen. There it is. Do it.

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