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Margie Middleton & Associates presentation, CCMG conference 2017
Rules are needed to provide a framework and structure to activity. If these rules are poorly designed and managed they become over-controlling and suppress any individual thought and creativity. This results in the employee disengaging and becoming an obstruction to customer service rather than a facilitator that helps customers. So how do we design and implement structure in a way that doesn’t become overbearing and oppressive? How do we ensure that our need to control doesn’t undermine the potential for enthusiasm and customer engagement that we all know is central to meeting customer needs?