Scripting exactly what customer service employees should do in every situation drains the initiative out of even the most highly motivated workers. But when you set up a system that enables you to trust your employees to exercise their own judgment and learn from their experience, they may well deliver a far better customer experience.
• Establish guardrails. People handling calls should understand where they have latitude and where they don’t. Within those guardrails, your team should be free to exercise judgment.
• Seek feedback. Ask customers for feedback after each transaction. Circulate the comments to team leaders so they can see where they’re succeeding, where they still have work to do, and what, specifically, your customers point out.
• Coaching and support. Free your supervisors and experienced customer care professionals from some tasks so they can devote time to coaching and getting new hires get up to speed.
Adapted from “Leading by Letting Go” by Rob Markey.