New research shows retail and service employees are bending the rules in their effort to provide exceptional customer service. 9News
A survey by Queensland University of Technology and Australian Catholic University found staff break the rules mostly because they want to genuinely help a customer, but also to cut red tape, avoid an argument with a customer or even in their own self-interest.“There’s a clear balance, at the end of the day businesses really want their customers to be happy,” Associate Professor Dr Gary Mortimer from QUT Business School said.
“If management empower their teams to make these decisions and show a little bit of flexibility it has a positive effect for customers and really drives loyalty.” Russell Zimmerman from the Australian Retailers Association said everyone needs to be on the same page.
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