“Our members just don’t understand the benefits of volunteering. If we educate them better, more will volunteer.”
“We just need to teach our customers how to use our website so they won’t call us so much.”
“If we can teach people trying to get their licenses that it’s okay to wait hours on end in really uncomfortable seats before talking to soul-dead, disengaged employees who are just waiting until 5:00 so that they can go home, everything would be much better.”
These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Okay, I made the last one up (it’s been a bad week at the DMV). But the other three are real.