You need good processes in customer support.
Why? Because you have to be able to manage the cost in providing the service, and, replicate the experience as much as possible. Customers hate getting different support people giving them different answers, never knowing what might happen when they seek help. Think about McDonalds, and if the burger and the experience was different in every store, it just wont work!
But you don't want robots, people who will only do what the process allows them, who wont think for themselves, and who wont in still in the customer a sense of empathy or, that they are truly trying to assist.
Process Vs Passion
There needs to be a balance, you need to ensure that your people are empowered (and know what that means) to do their jobs, and they are enthusiastic at achieving sensational outcomes for the customer, but not at any price, and, whilst ensuring a consistent level of exceptional service is being offered.
Sounds easy, right? Its very, very difficult in large organisations with large numbers of staff. I have always found it to be a balancing act, sometimes you go to far one way and need to bring things back a little, but that's OK, as long as you remain focused on the goal of delivering service to your customers then the outcomes are always positive (and sometimes a learning experience!).
Process Vs Passion, its a balancing act! Anyone got the secret?
