There's a problem. There's a solution. How much time exists between finding the problem and finding the solution to the problem is critical to the Customer Experience.
One of the best ways to create a great experience for every customer throughout your organization is to create ownership of service at every point in your organization. Don't consider only the places where a customer connects directly, although those are critical. The departments that impact the order, affect the packaging, change the pricing, etc., all impact the customer significantly, and are worthy of your attention.
Ownership is the 5th Key in my program, Leading to Achieve Great Service. Each employee deserves to know that what they do impacts the customer--the reason the organization exists--and that when they do their part to the best of their ability, they are serving the customer. And at the simplest of levels, it means that every employee has the positive energy to believe there IS a solution to every challenge they face as they serve customers.
Ownership connects to purpose by reinforcing a key aspect of life: we all want to make a difference for others. When we get to do that, we sit taller, we stand taller, we feel more pride. The first solution for achieving a great customer experience every day, with every customer, is that every person in your organization knows you couldn't do it without them.
Wouldn't that be a nice message for your employees to hear?
Dee Dee has helped create and coach "customer care" programs and cultures for healthcare, government, travel, financial services, plumbing, retail, publishing, automotive and entire communities.