Firing on all Cylinders
Jim Clemmer
There are many reasons that most efforts to improve customer service levels fail. High on that list is a poor understanding of how to define, tune into, and measure customer expectations. Another key failure factor is rooted in the organization's culture. Frontline service providers don't feel well served by their organization. That's because most managers are cops rather coaches, send inconsistent signals on customers' true value, and aren't effective team leaders.
Episodes
- 10 Episodes
About
There are many reasons that most efforts to improve customer service levels fail. High on that list is a poor understanding of how to define, tune into, and measure customer expectations. Another key failure factor is rooted in the organization's culture. Frontline service providers don't feel well served by their organization. That's because most managers are cops rather coaches, send inconsistent signals on customers' true value, and aren't effective team leaders.
Information
- CreatorJim Clemmer
- Years Active2010 - 2011
- Episodes10
- Copyright© The CLEMMER Group
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