How are we supposed to "delight" the customer while cutting so deep AND using AI more. These are the opposite of things that customers want. Customers want value -good product at competetive pricing. Maybe even as much as that they want ease of use. Is it easy to view/change an account? Is the person who answers the phone knowlegeable and empowered to help? Do they communicate clearly? Is the web interface and/or app easy to navigate?
There is no way to accomplish these simple things without competent people.
9 replies (most recent on top)
Delight me with at least a cola raise
Delight is a tired term used 25 years ago when the Agile methodology came out. Absurd then and now.
Regarding the exchange in this thread - I guess you CAN pi-s down someone’s back and they will believe it is raining.
Delight me with a better price. That’s all it takes.
Maybe y'all need more DEI. That will fix it!
@a8 I find that people with the attitude you have su-k no matter what management does. People with good personal ethics can't turn it off and on. We don't do it for "them". If it gets bad enough then you try to leave but just deciding to my job poorly..... nah dog, ain't happening. I ain't becoming part of the su-k just becuase of what others are doing. Also it is wage theft. Some people are ok with that I guess, but it IS that.
@a8 Grow up.
Sorry to shatter your dreams but employee morale and it's effect on motivation and work output is a real thing. Feeding us endless tu-d sandwiches and expecting us to delight customers (aka further enrich the c-suite) is delusional.
Wake up.
@a1 I think that is a lousy attitude, tbh. We have customers who are paying. And we are taking a pay check. If you take the check you should treat the customer how you would want to be treated. If you are unsatisfied with management that is between you and them, leave the customer out of it. Have you no personal pride ?
Yeah, I'll delight the customer alright. To the exact extent that management delights the worker base.