Customer service initiatives all recognize the importance of the customer experience. But too many programs focus on the "reasons why", without providing the "concrete how" to the people who create the frontline experience.
Fresh Customer Service views the frontline staff as the ultimate source of both the customer experience and the solutions to any problems that arise. It supports them in their core mission of customer satisfaction through their tasking, training, tools, recognition, and the empowerment to make-it-right.
A customer service program which builds on an understanding of the frontline customer experience, empowers the people who deliver the service to make-it-right, and continually refreshes itself in response to a changing environment.
In order to create a world-class customer experience, the organization must undergo three phases/steps: Fresh Understanding, Fresh Empowerment and Fresh Thinking. It is these three steps that will provide the foundation or business model that equips the front line employees with the tools and skills necessary to provide Fresh Customer Service 365 days a year.