Front Line Innovation

Going way above and beyond the call of duty to help a customer, because you feel it is the right thing to do, without any expectation other than a satisfied customer is what I’d like to call a  ‘miracle’.

Customer service is not about what firms do. It is what people do. People who care for customers. And if you are one of those exceptional individuals that provide such miracles, and with a smile, well my friend, I salute you.

Customer Service is front line innovation. That is, when a service sector customer-interface employee is empowered to, or empower themselves to use their knowledge and networks to solve problems without management involvement. Innovation in the service sector should not come from above but from below (Yes, really!).

Inefficiencies in the service sector are almost always in response to something unexpected. When service workers confront an unexpected situation, do they a) seek a manager to deal with the non-standard variation or b) use their knowledge and the knowledge of those around them to troubleshoot and resolve?  The ‘miracle’ is when you do (or find) the latter. In such events, the value delivered to the customer and to the organization in immeasurable.

So let it be written, so let it be done. Enjoy.