A blog post by Martha Brooke of Interaction Metricsdescribes four mistakes that even the most customer-centric companies might make when it comes to customer service policies and procedures.

• They think any answer will do
• They treat all customers the same
• They invest in simplistic, but false data
• They assume associates don’t need examples

What is comes down to is empowering your customer-facing employees with authority, tools, training, and best practices.

~ Ronni

Improving Wretched Customer Service
Beyond Giving CSRs Authority—Giving Them the Ammunition to Provide Great Service
By Ronni T. Marshak, EVP & Sr. Consultant/Analyst, Patricia Seybold Group, July 3, 2013

(Read the short sample and download the full article in PDF.)