Give individuals on the front lines the authority to do what it takes to make customers happy, so their issues are solved the first time. Employees closest to the customers are most in tune with customer pain points and how to solve them. Harvest this information for continuous customer service recovery and improvement.
Related
-
-
-
Back Pocket Ownership
We/They is the act of passing blame to others. Increase ownership behavior and eliminate we/they by visualizing your supervisor...
-
Compliance Conversations
ADDRESS NON-COMPLIANCE WITH A FOCUS ON IMPROVEMENT Organizations where leaders allow continued low performance rarely reach desired goals. “What...
-
-
Do Less to Accomplish More
Identify the most important task aligned to your goals each day and finish it first. “By creating less activity,...
-
Changing Course with a Bobsled
ACCOUNTABILITY = RELIABILITY This scene plays out in businesses all over the world. A team has a vision, goals...
-
Champion of the Goal
ACHIEVE EXPERT FOCUS Often in a large organization, the executive team works with the executive leader to identify goals,...
