Change impacts different people in different ways. For the majority it continues to be something we find difficult. Fear of the unknown and fear of failure is what scares us most.
Do you see your managers reaching for #eyeroll when the subject of an employee survey is raised, or adopting a defensive mindset? Should you be worried they are so wary of this critical exercise?…
Your reputation for service relies on the whole customer experience and therefore the day to day activities of each and every one of your employees.
Don’t believe that by offering great service you can avoid ever having to say sorry – it is an inevitable fact of human nature that at some point something will go wrong or a mistake will be made. Saying sorry is an essential for every businesses customer service toolkit.
