ONLY executives and managers can build a customer-centric culture. There is no delegation. What is management’s role in building a customer service corporate culture? Quite simply the responsibility for creating and maintaining a customer service oriented culture in any organization must rest with executives, managers and organizational leaders. That’s because they have both the power…
Tag: management
How to test for unintended consequences of management decisions
How to validate management decisions to avoid the pain of unintended consequences A Simple Method To Look For Unintended Customer Service Consequences Before They Become Damaging In our FAQ on how management decisions can create huge barriers — unintended consequences — to the delivery of quality customer service, we provided a real world example of…