We all hate change but, as an employer, if you expect resistance to change and then plan for it from the start, it will help to allow you to effectively manage objections, sometimes even before they are raised. At the end of the day all sources of resistance to change need to be acknowledged and peopleís emotions validated if your change program is to be a success.
Great customer service is all about exceeding customer expectations and hopefully delighting customers with the result of a series of interactions, be they with people, websites, IVR or more likely a combination. However, I'm often incensed beyond frustration by obtuse processes and ill-informed call-center agents, to the point where I'd never knowingly use the firm concerned, their products or services, ever again. Why is this? Are my expectations too high?