Some Organisations are so absorbed in growth trajectory that they ignore to train/retrain their staff on the ground / front liners which is simply resulting in an effort to get rid of the situation by just saying “sorry”.
- Can this sorry replace the agony of the customer
- Does this help in customer retention or should customer escalate to CXOs about the issue to have sorted out
- or first line managers offer some freebies to douse the situation
Does organisation learn from each “sorry” they have delivered..?!!
I guess Training/Retraining models should be so robust (maybe thorough use of data analytics) that shooting the troubled customer with sorry is not required at all.
Business leader and HR need to sense this gap and deliver the very basic customer satisfaction
#Training #HRbusinesspartnering #customersatisfaction
#airasiaindia #livpure #tatasky and many more
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