Worker Care Before Customer Care

A Fortune magazine article about T-Mobile executive Sue Nokes provides excellent advice about caring for your customer. I first became aware of T-Mobile when my daughter signed up despite my cautions to avoid new players. It was their pricing that initially caught my eye, but I’ve grown to enjoy their customer service. Here’s Sue’s worker care approach to customer care:
1. LISTEN- folks on the front line hear the customer- listen to them and make changes based on that.
2. DEVELOP- lay out a clear career path to achieve personal goals.
3. EDUCATE- provide coaching and training to do their jobs.
4. CELEBRATE- success, …read more