Empowering frontline employees is absolutely vital to providing exceptional customer service and memorable customer experiences, according to Rachel Honig – a principal in Shankman|Honig, a customer service consultancy company.
“At the end of the day service is human,” Honig told Loyalty 360. “Brands are really excelling. The big thing is how a brand empowers its frontline service employees on the phone or in person to solve problems. We can identify hundreds of companies doing it right and hundreds of....