The problem is for most customers, they don't know YOUR process. Customers shouldn't have to know the "secret sauce" for connecting with the right person. They shouldn't have to know the "best method", whether it be web, phone or email, to accomplish what they're trying to achieve. Each and every person on your front line should be empowered to handle customer needs, without the customer needing to know your process. It should be seamless for them, as this is what sets apart "Ok" from "Amazing".

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