Serving the
customer is often a topic that focuses much on the person at the front desk or
the person who takes the call and very little on the leader who supports and
manages the operations of the department or office. Often support personnel
taking the calls either are not empowered to make decisions, don't recognize
the value they contribute to the organization or don't think they can make a
difference. In most instances, when current
and potential customers feel they received substandard service, they
automatically blame the person they are interacting with. However, the reality
and the accountability ultimately rests with the leader.
For more information, please read the article titled FiveLeadership Practices For Improving Customer Service from LEAD ON PURPOSE Blog.
