Categories
Forward Facing

One Tribe

Staying on course and getting to your destination is just as important as following your heart to the same place on the map.

Although it’s great to have a list of questions and answers to follow it is often better to know those questions and answers and be empowered to go off script as needed.

Great customer care comes from the intuition and empathy of the support team and they should be striving towards this at all times.

The key to having this “tribal knowledge” approach based on intuition and empathy is to use it as the basis for the common documentation all team members use.