Customer Service: Is It a Service of the Past?
What Does Inconsistent Customer Service Cost a Company in the Age of Social Media?
Day 3 – Part 5 - One Employee Can Become the Face of an Entire Company
This may be one of the greatest customer-service risks businesses underestimate.
Customers generally do not separate an employee from the organization as neatly as the organization might.
They don't necessarily leave saying:
“I had an unfortunate interaction with Employee Number 14.”
They say:
“Let me tell you what happened to me at that restaurant.”
Suddenly, one person's behavior has become associated with an entire brand.
That may not always be fair to the company, particularly when dozens or hundreds of other employees provide outstanding service every day.
But it is the reality of customer perception.
Every employee who interacts with the public temporarily becomes a representative of the organization's reputation.
Leaders ask Yourself and provide your Thoughts as it pertains to your organization.
If every customer's only impression of your company came from one interaction with one employee, would you be comfortable with the reputation being created?
Do your employees understand that when they interact with a customer, they are representing more than themselves—they are representing your organization and its brand?
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