Peter Drucker once wrote: Companies can become places that allow ordinary people to achieve extraordinary things.
Perhaps the greatest application for this statement occurs in the customer care department. You may have witnessed something like this: an upset client that everyone thought was lost, is brought back into the fold by the actions of single act of kindness by a customer care representative. Or a well-placed question by a customer care provider can open up an entirely new line of business with a present customer that the sales department completely missed.
Customer care providers are in a powerful position to build relationships and long term loyalty. Never overlook what can be done by a problem-solver with the right communication tools, and the desire to serve customers better. Not only are they creative problem solvers, but also can be great problem finders. Problem finders bring a value to customers that only an outside eye can provide, and in doing so, win the appreciation and loyalty of your customers.
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