empowerment

True Customer Experience Leadership: Do You Breed Initiative Beyond Procedures?

True Customer Experience Leadership: Image is an empty packet of ketchup.

Leaders, true customer experience leadership breeds employee initiative even empowerment. Hold the reins too tightly & loyalty to your brand suffers.

Leadership Fairness is Not Neutrality

Leadership fairness: Leaders, when employees disagree don’t be neutral, be fair. Here are the 5 critical differences fr The People Skills Coach™.

Service Recovery: Go Beyond Problem Solving! #custserv #cx

Customer Service Recovery: Image are lights of airplane landing.

Leaders, customer experience problems don’t have to be loyalty fiascoes. Sharpen your company’s customer service recovery w/ these critical steps.

Customer Experience Feedback: Flop or Fluency? Part One #custserv

Customer Experience Feedback: Image is intersection circles of infomration.

Leaders and business owners, is everyone in your organization welcoming and collecting customer experience feedback? Where it naturally occurs? No? Here’s another view.

Leadership People Skills: Successful Leaders Choose AND Not Or

Leadership People Skills: Picture is Ampersand

Leadership people skills need AND type thinking not either/or thinking. Here are 7 key areas where AND thinking brings your leadership people skills to life to engage employee commitment for tremendous results! What “AND” will you add to this list?

Leaders, Convert Blame to Accountability Part II

In this followup to the post Breed Accountability Not Blame, here are 6 essential steps for leaders to convert a blame culture to one of honorable accountability. Add your experience to this path of success.

Leaders, Are You Confusing Change Fatigue & Change Resistance?

Leaders who crave change are often blind to the change fatigue they create. They assume it is the typical change resistance and continue with frequent changes. This is a pricey misstep. If you are a high change leader, prevent change fatigue with these 4 steps.

Best CSRs Beat Attribution Error in Customer Service

Customer service and customer experience leaders, the best CSRs see tough moments as difficult *situations not difficult *customers. Here’s why they shine & how to train others.

Leaders, Extend Value of Customer Service Training

Leaders, before you undertake and engage customer service training for your teams — take these four steps. It extends the value and effectiveness of the training.

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