Same idea: "Service is not something that happens according to a script. It is an intuitive interaction between a rep and a customer that has a different outco

Same idea: "Service is not something that happens according to a script. It is an intuitive interaction between a rep and a customer that has a different outcome every time. A company that encourages its reps to handle the situation the way the rep would want to have it handled if he were a customer is the company that wins repeat business--in spite of the problem that required the service in the first place." http://www.inc.com/vanessa-merit-nornberg/how-to-empower-your-customer-service-reps.html http://www.inc.com/vanessa-merit-nornberg/how-to-empower-you... As far as the customer is concerned, the employee represents the whole company. That employee is a fractal of the CEO. They have the authority, the autonomy, the trust and the expectation that when they talk to the customer, they’re going to solve the customer’s problem. http://www.forbes.com/sites/oreillymedia/2012/09/12/connected-company/2/ http://www.forbes.com/sites/oreillymedia/2012/09/12/connecte...