The document discusses the importance of managing customer experience through employees. It notes that surface acting by employees can lead to emotional dissonance, burnout, and increased quitting intentions. This negatively impacts the customer experience. The document recommends training employees in deep acting techniques, hiring resilient employees, empowering frontline staff, and providing the proper tools to support empathic management and a positive customer experience.

1. Customer Experience via
Employees
Colin Christie
April 2016

2. Surface Acting is bad for employees & then
customers :
Emotional dissonance and stressful customer interaction.
Emotional Burnout of your own staff!
Delinquent behavior, Increased quitting intention
Poor Customer Experience

3. Give your staff TEETH!
TRAIN RIGHT
Help employees develop a deep
acting approach.
HIRE RIGHT
Optimistic, resilient, self-efficacy,
hopeful.
EMPOWER
Some discretionary activity is
essential
TOOLS
Frontline Staff need the correct
tools.
Empathic
Management

4. References
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