There are two people responsible for bad service. The business leader. And the customer.
If bad customer service is received, it can only be the fault of one of these people.
The business leader is responsible for creating a vision, employing the right people, systems, training, coaching, goal setting, resources, motivation and rewards.
The customer must take responsibility for their share of building rapport, engaging with the people on the front line and providing appropriate feedback.
Unless the employee is determined to lose their job, they cannot fail to give good service if the business leader and the customer have played their part.
What do you think?
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