Customer Experience via Employees

Colin ChristieApril 2016

Surface Acting is bad for employees & then customers :

Emotional dissonance and stressful customer interaction.

Emotional Burnout of your own staff!

Delinquent behavior, Increased quitting intention

Poor Customer Experience

Give your staff TEETH!

TRAIN RIGHTHelp employees develop a

deep acting approach.

HIRE RIGHTOptimistic, resilient, self-

efficacy, hopeful.

EMPOWERSome discretionary activity

is essential

TOOLSFrontline Staff need the

correct tools.

Empathic Management

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