A customer service employee never wakes up in the morning determined to go out and give bad customer service. But bad customer service happens, sometimes in ways that are blindingly obvious, and more often in ways that are subtle. As leaders or even peers in an organization, we need to be able correct for these failures in providing service. In fact, the great leaders in the greatest customer-centric companies fill their days with responding to this constant challenge. For example, Ann Alba, Resident Manager of The Broadmoor, the longest-running Five Star hotel in history: “The hotel in general should be a manager's office," not some room apart from the action. "This gives me the opportunity to see the team in action, to model the right customer service behaviors, and–at the appropriate moment–to discreetly pulling aside an employee for praise or correction.”
from Forbes - Leadership http://ift.tt/1Luay54
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