What’s the variance in customer service at your organization?
Even if there’s just one employee, the question is: If an issue is handled by a committed employee having a good attitude, vs a cranky one who is a bit off–can the customer tell?
One philosophy is to make this gap as small as possible. Create systems that ensure that the experience remains the same, always pretty good. Make sure your scripts and your policies and your phone tree and your management oversight is such that there isn’t much of a gap.
The other philosophy is to hire great people and give them room to shine. With all the variability that entails.
It’s almost impossible to have both.
If you want to create remarkable service, you’re simply going to have to trust your people and yourself.
Heroes use systems, they aren’t held back by them.