It’s an eye opener to get an insight into the number of internal messages customer facing employees are expected to take on board every day – as well as stay on top of giving the best service they can to our customers!
How do you ensure the most important messages get through to the front line? More importantly, what are the most important messages anyway?
The sender of the message will argue (‘till the cows come home) the message they’re sending is critical, it’s crucial…and if you listen to them for long enough you’ll be convinced!
I suggest asking a simple question find out how important a message is:
Will this message give the customer a better experience…right now?
If it does – clear the path and get it to the front line straight away.
If it doesn’t – it can wait until after the customer is happy.
I appreciate it’s a tough call but it’s gotta be a matter of customer priority – surely?
Filed under: internal communication, Customer experience, employee communication, internal communication, internal messages
