I first got caught up thinking about process Vs passion in customer service facing staff, that lead me to thinking about how do you get staff who are passionate about service delivery ? So next is to start thinking about process.
In a complex customer service enterprise I expect the best way to get staff to follow process is to sit them in front of a computer with a work flow program, and flow charts for questioning, and not allow anything else to happen on the system other then that process, I think that may kill a staff members passion for the job (its a balancing act) however.
You could remove the process all together, but how then would you deliver consistent experience and answers to customers?
You could end up somewhere in the middle, with staff giving consistent answers, and yet being given the freedom of not being locked into a ridged process allowing them to be passionate about how they service the customer. What would this look like? how would you ensure the consistent message is being delivered?
The best example of how this may work I have seen is the KCS methodology
KCS ensures consistant answers to problems \ questions as much as any other process can, yet it also allows the consultant to work with the customer in a manner that is not ridged, and allows the consultant the ability to look for answers to help resolve problems.
Anyone using KCS in a non technology support enviroment like to comment?
