Earlier today, I stopped by Office Depot to pick up some office supplies. Items in hand, I approached the cash registers at the front of the store to check out. There were two customers in line ahead of me. The first customer, after the cashier began entering her order, realized
There’s a popular perception among businesses that providing self-service alternatives to consumers relieves them of the responsibility to deliver customer service. Perhaps they assume that because they’re offering customers greater convenience, more control over the transaction, and increased value, it’s unnecessary to focus on customer service. Take, for example, self-service
Most of us acknowledge the importance of supervisors modeling the behaviors expected from frontline hourly-paid employees. Intuitively, this just makes sense and is reinforced with platitudes such as “Actions speak louder than words” and “Walk the talk!” Even so, this leadership principle and management expectation is often neglected. Consider this
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