When Doing Your Job Means Customers Are Unhappy Is Bad For Business

TIGERS advocates for empowered employees who can solve problems at their work level. This means that they have the power to provide excellent customer service, solve problems and resolve issues. However, behind many poor customer service experiences there is an employee following protocol—and most are not happy about it, according to a recent Maritz Research […]

Trust and Effective Team Work at Zappos.com

The leaders of Zappos.com have found ways to anchor trust into every business function—not only with team members but also with customers.  Here’s how.  First, customer service always exceeds purchaser expectations. Team members in the call center build relationships with their customers. They are free to spend as much time as necessary to see that […]