Organizations are increasingly relying on technology to deliver simple transactions in a standardized way. Things like self-order kiosks at McDonald’s, bank mobile apps for check deposits, and FAQ chatbots that enable consistent and efficient service delivery to customers. Most day-to-day service encounters, from mobile ordering for a cup of coffee to returning products online, are relatively simple and straightforward.
Should You Let Employees Break the Rules to Make Customers Happy?
Empowering frontline workers to take small actions, like waiving a fee or allowing a return outside of the window, can boost the loyalty of both customers and employees.
April 10, 2023, Updated April 13, 2023
Summary.
Some customer service experiences are simple and can be automated. But others, particularly those that involve challenging and complex customer needs, often require creative solutions by frontline employees. In these situations, should employees be empowered to break rules and protocols in order to come to a satisfactory conclusion? Research suggests that certain situations can benefit from this type of employee empowerment, improving not only a brand’s relationship to its customers but also improving frontline workers’ engagement as well.
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Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.