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.
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Lead Your Work
It’s More Than A Job How committed are you to your work or your organization? Are you there to...
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Develop Yourself
Set at least one professional development goal for the next 90 days. What skills do you need to strengthen?...
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Seeking a Mentor?
A mentor can provide trusted advice, encouragement, and feedback about your career progress. Before seeking out a mentor, consider...
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Reflect on Your Own Behavior
Take a moment to reflect on how well you are upholding your organization’s values… usually they match your own....
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Ownership of Organizational Goals
Executing Strategic Goals The mid-level leader’s ultimate responsibility is to ensure the strategic goals are implemented with fidelity by...
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Ground Yourself
When you are feeling overwhelmed with emotions, practice a “grounding” technique. One option you can use while sitting or...
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Compliance Conversations
ADDRESS NON-COMPLIANCE WITH A FOCUS ON IMPROVEMENT Organizations where leaders allow continued low performance rarely reach desired goals. “What...
