Totally true reflection. I agree that we need to own the customers’ problems/needs as if they are our own (empathy) to see how we can solve them favorably. It is like the saying: “treat others as you want to be treated”.
The ability to solve a problem implies a broad vision of the situation. That is what going to study in a University is supposed to teach a person. But sometimes the school of life is enough. Use whatever tool you have at hand. Try to help with your heart as the problem was your own.
This poses a great challenge to define those boundaries. Since at wok it is really hard to have that kind of empowerment with employees, there is fear in doing it. But what is totally true is that a customer complaint we'll managed generates a loyal customer. It makes us think what should we do differently.
What this also gives us is the same situation in parenting where I think that as our kids grow we must keep growing our trust in them and their judgements to make decisions and this leads to success.
Totally true reflection. I agree that we need to own the customers’ problems/needs as if they are our own (empathy) to see how we can solve them favorably. It is like the saying: “treat others as you want to be treated”.
The ability to solve a problem implies a broad vision of the situation. That is what going to study in a University is supposed to teach a person. But sometimes the school of life is enough. Use whatever tool you have at hand. Try to help with your heart as the problem was your own.
This poses a great challenge to define those boundaries. Since at wok it is really hard to have that kind of empowerment with employees, there is fear in doing it. But what is totally true is that a customer complaint we'll managed generates a loyal customer. It makes us think what should we do differently.
What this also gives us is the same situation in parenting where I think that as our kids grow we must keep growing our trust in them and their judgements to make decisions and this leads to success.