CX Tip #44: Create a Help Line for Employees

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CX Tip #44: Create a Help Line for Employees
(Employee Engagement)

All Hilton Garden Inn employees – from management to the front line – have access to a dedicated Advice Line. This provide employees a toll-free number or monitored email address through which they can get an answer to any question that’s taken them more than five minutes to find the answer to. It’s intended to make it easy for employees to get the knowledge or help they need quickly.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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