Customer Experience News & Trends

How to get agents to go the extra mile more often

Here’s a research-proven way to get agents to go the extra mile for customers more often.

Share more reports of acts of kindness.

People who hear or see stories about uncommon acts of human goodness were more likely to follow suit, doing good for others around them, a University of Michigan’s Ross School of Business study just found.

Leaders and agents can help spread the positive vibe and motivate everyone to do more good with this tactic: When current media events – such as natural disasters and crime – come up, focus the conversations on the stories (albeit often small) about how people in those situations helped others or became heroes.

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