Serving as a Real Kitty: How to Give Authentic Customer Service
SEPTEMBER 28, 2018
As we celebrate Customer Service Week, Chip Bell reflects on how we can bring more authenticity to the workplace all year round. Customers long to be served by “a real kitty.” Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. Yet, authenticity is the feature that bolsters trust among customers. Think of it as equipping contact center agents with a bulletproof vest.