This article illustrates the challenges experienced by retail customer services. The often unprepared staff have to contend with irrational and stress motivated individuals, by far their most complex task.
Not only do staff need to be properly trained in individual and team response, they also need to be scripted on how to manage the immediate audience. This synchronised response will rarely provide a much necessary empathetic approach if continuously improvised. Staff need to practice their skills as well to respond with confidence, know to appropriately set limits and offer well adjusted options.
Aren’t these components integral parts to best practice in customer service delivery?
Read the article by Pam Douglas in the Toronto Star: