Leadership: Equipping Our Front Lines
Why is it that so many of today’s organizations all but handcuff their front line support agents? I am referring to those individuals who are positioned to handle customer service and technical support engagements (calls and/or interactions) with the firm’s current and/or prospective clients and/or customers. Think about the last time you contacted a company’s support team (via phone). Was the support person able to actually solve your problem, achieve your goal, or satisfy your need; or was this individual nothing more than a clever spin-doctor with the limited capacity to handle your critical concern(s)?
This misstep is more common than not. Why is this happening? In a brief sentence, organizational leadership does not provide their support teams the requisite wherewithal (authority, knowledge, and confidence) to appropriately solve consumer problems or answer consumer questions.
Therefore, today’s organizational leaders and upper-level management individuals and teams must consider the implementation of new thought and actions that strive towards a more efficient upward, downward, and lateral communication strategy. We must provide the following fortification to our front line personnel on behalf of rendering raving fan customer support for each and every valuable prospect, client, and/or customer:
- Top-Down Transparency
- Upward, Downward, and Lateral Open-Door Communication Channels
- On-Going Training and Education
- Company Policy and Mission Comprehension
- Support and Customer Screening and Evaluation
- Chain of Command Awareness and Proper Usage
Always remain encouraged,