General George S. Patton liked to say: “Don’t tell people how to do things. Tell them what to do and let them surprise you with their results.” And he was right. In the world of customer service, this produces much better results. Because every person is different and will find a different path to the outcome for which they are responsible.
When you teach and motivate employees to serve customers by doing certain tasks they will…
Source: http://bx.businessweek.com/customer-service/for-better-customer-service-forget-scripts-and-steps/4475887664251533817-452f2ea13564be02381a9150a1868516/
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