Ask yourself if some of your employees may have fallen into some of the following methods of habit:

n  The “hide and seek” method in which employees feel if customers cannot find them or they appear too busy to speak with customers then they cannot be expected to solve the customer’s problem.

n  Sending a customer to “repetitive explanation land” in which after listening to a customer’s problem, the employee passes the customer off to someone else in another department so that the customer may explain their problem all over again.

n  The “Offensive Player of the Year Award” method in which after employees listen attentively to the customer’s problem, the employee launches into an offensive, argumentative response rather than solving the customer’s problem.

n  The “stab and stall” method in which employees take a stab at explaining every little detail of why things went wrong and avoid bringing focus toward a solution for the customer’s problem.