Poor Customer Service Training or Poor Empowerment?
Here’s an interesting story on CTV News about a woman who reports a terrifying ride to Uber. Multiple calls to Uber’s emergency line were met with little more than “sorry about that.” (See the original story)
It’s a great example of a company not having provided appropriate service-recovery tools for their employees. The Uber call center people either didn’t have the skill to deal with the situation appropriately, or the empowerment to take appropriate action.
The lesson is that companies have to provide their people with both the training and the tools to be successful.