Five best practices: Enabling employees to create a customer-centric culture
Haley Barrile provides five tips on empowering your frontline customer service staff to improve the customer experience.
- Try to address a detractor’s issue and recover the relationship.
- Thank promoters for their loyalty.
- Tell people when you’re taking action based on their survey responses - acknowledging that their input and contribution made a difference to your organisation.
Haley Barrile is vice president of client services for Palo Alto–based Medallia, Inc., a leader in designing customer experience management programs to promote transparency and engagement. She has over 11 years of experience in customer-facing roles. Haley has been instrumental in building the Client Services function and helping Medallia's clients achieve their customer experience goals.