Knowledge is power. And so many of life’s relationships can often boil down to power struggles based on knowledge. Politics. Religion. Parenting…Mommy is the only one who knows where the cookie jar is hidden.
This goes for the customer service world too. Bob is the only one who knows how to fix that problem. Well, great for Bob…he’s feeling secure in his value to the company, but there are many problems when knowledge is solely owned by individuals in the service world:
- What happens when Bob leaves the company? How long will it take someone else to figure out the answer…and how many customers will we frustrate in the meantime?
- What happens when Bob is on the other line? Do we transfer and queue up customers, only to make them repeat themselves to Bob?
Unfortunately, however, Bob has no incentive to share his knowledge. Nor does he really have the time.
What to do? Read More »