Reflecting Values

Front-line service employees are not just there to smile and provide a service. They're also there to reflect the personality and values of their companies.

There are only a few ways that customers can form opinions on the personality and values of a company, and direct interaction is the most powerful.

We use T-Mobile and are constantly amazed by the superior service of their call center agents. They're emphathetic, engaged, empowered, and determined to help.

So, of course, those attributes become part of our overall perception of T-Mobile as a company.

Thus, it's crucial that staff members understand and embrace the values of their employers, and do their best to reflect those values in their interactions.

Here's a great post about how companies can use mystery shopping to assess how well the behaviors of their employees match their corporate values.

Cheers!