How to Avoid Roadblocks to Great Customer Service

What gets in the way of creating a great customer service experience for you and/or your organization?
 
Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people?
That’s exactly what my friend and client, Diane Kniowski, did. Diane is president and regional general manager at Univision. As she moved into this role, she realized the opportunities that would come from providing a better customer experience. The question she asked her team was simple:
If I can remove one roadblock that gets in the way of you doing your best work, what would it be?
While this question was general, it focused on what was getting in the way of success for both the employees and their customers. Her team