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.
Empower Employees
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Decision-Making Confidence
Erica Callaway Karr, , 0
Decision-Making Ins and Outs Types of Decisions Our brains make 35,000 decisions a day (Krockow, 2018). Most decisions can be classified as...
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Consult a Lawyer
Casey Kuktelionis, , 0
During a crisis it is essential for leaders to consult with a lawyer before releasing information. Once a lawyer...
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Ground Yourself
Casey Kuktelionis, , 0
When you are feeling overwhelmed with emotions, practice a “grounding” technique. One option you can use while sitting or...
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Offer Freedom within the Fences
Casey Kuktelionis, , 0
The most successful organizations are those that offer employees “freedom within fences.” The standards and expectations are collaboratively set,...
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Breaking Down Goals
Casey Kuktelionis, , 0
Put your goals into bite-size pieces that are attainable in 90 days. A 90-day plan is the roadmap to...
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Champion of the Goal
Brian Kennedy, , 0
ACHIEVE EXPERT FOCUS Often in a large organization, the executive team works with the executive leader to identify goals,...
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Lead Your Work
Casey Kuktelionis, , 0
It’s More Than A Job How committed are you to your work or your organization? Are you there to...
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Keep Track of Your Emotions
Casey Kuktelionis, , 0
As you reflect on your day, note any moments that make you ‘tick,’ or that generate an emotional response...