Great point Pamela. We actually wrote about that very topic in this post: http://customersthatstick.com/blog/customer-service-training/smiling-on-the-phone-does-it-really-work/

I think you nailed it Jodi; it’s really about empowerment (within limits) that allows employees to feel like they can make decisions that are in the best interest of the customers — and as we know, that is not always following procedure perfectly every time. I think the reasons vary why it happens — managerial control issues, like you mentioned, or an organizational culture of strict adherence to procedure. Either way, it is bad for the customer and bad for the business.

Thank you for sharing your story!

When I stated that I wanted to take out my own groceries, the employee became adamant about doing this for me, almost to the point of being ridiculous.

It’s a shame that the store’s policies and procedures outweigh common sense by not allowing employees to exercise empowerment in making judgement calls based on simply listening to their customers.

I don’t know if it is because management doesn’t trust their employees in making sound decisions and allowing them to step outside the box or if it’s a serious control issue. Either way, not a quality customer experience.

Exactly Jens — they have to understand it, then they have to be given the authority to use their judgement. Some rules are rules; others should be guidelines.

To me, customer service shouldn’t always be about being told what to do, but we need to hire people who understands people and how different situations should be handled.

Those places use WHY to create a culture — and that, I think, is what gets companies to the place you are talking about.