From the UPS Blog:
“With recent weather events crisscrossing the United States, UPS has been in overdrive managing its network to ensure on-time delivery of time sensitive packages. Events such as snow storms, mechanical failures or crew illnesses can cause daily challenges, but it’s all in a day’s work for the UPS Airlines contingency team.”
Customer facing situations certainly require a similar level of flexibility and pre-planning. A good read on the subject is Booz’s article titled “ The Empathy Engine”
To capture this broader conception of customer service, we introduce the Empathy Engine. In the Empathy Engine, senior leaders, managers and frontline employees work together to collectively stand in their customers’ shoes in order to better understand and resolve customer needs.