http://www.angelamegasko.com/creating-the-ultimate-customer-experience-seeing-your-business-from-the-customers-point-of-view/ Helping You Create the Ultimate Customer Experience Mon, 30 Aug 2010 17:01:12 +0000 hourly 1 http://wordpress.org/?v=abc http://www.angelamegasko.com/creating-the-ultimate-customer-experience-seeing-your-business-from-the-customers-point-of-view/comment-page-1/#comment-76 Angela Wed, 03 Mar 2010 21:30:03 +0000 http://www.angelamegasko.com/?p=607#comment-76 Good question about the marginal clerks out there! What we're finding in the mystery shoppping business is that an organization is only as strong as its weakest link. In many organizations, this weak link is the management staff who fear confrontation with those employees or clearks who are non-performers. They also doubt their own ability to coach and counsel their team, probably because most were never trained to do so. And in some other organizations, it goes even deeper to the corporate culture of a non-belief in training and development. Refusal to spend the time and money to develop your human resources is a huge mistake in our book. It impacts employee and customer retention in profound ways. Anybody else have thoughts on why marginal clerks are allowed to remain on the active employee roles? Good question about the marginal clerks out there! What we’re finding in the mystery shoppping business is that an organization is only as strong as its weakest link. In many organizations, this weak link is the management staff who fear confrontation with those employees or clearks who are non-performers. They also doubt their own ability to coach and counsel their team, probably because most were never trained to do so. And in some other organizations, it goes even deeper to the corporate culture of a non-belief in training and development. Refusal to spend the time and money to develop your human resources is a huge mistake in our book. It impacts employee and customer retention in profound ways.
Anybody else have thoughts on why marginal clerks are allowed to remain on the active employee roles?

]]> http://www.angelamegasko.com/creating-the-ultimate-customer-experience-seeing-your-business-from-the-customers-point-of-view/comment-page-1/#comment-63 Jake Fri, 19 Feb 2010 02:52:33 +0000 http://www.angelamegasko.com/?p=607#comment-63 You hit the nail on the head with this one. There are too many clerks who view the customer as an intrusion instead of an opportunity. It's a delight to meet the ones who really care, but how the rest keep their jobs is a mystery. Good column! You hit the nail on the head with this one. There are too many clerks who view the customer as an intrusion instead of an opportunity. It’s a delight to meet the ones who really care, but how the rest keep their jobs is a mystery. Good column!

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