Not only is resolving
Not only is resolving the customer’s problem obviously important (point 4), but a speedy recovery response will enhance customers’ evaluations of your company (Smith, Bolton, Wagner, 1999). Your goal with problem resolution needs to be “One and done”. What I mean is, your employees need to be equipped with the trust (from you), empowerment, and training to be able to resolve complaints on the first phone call or first visit..
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Others can only judge us based on our behaviors, which can often lead to misunderstandings and miscommunication. You can not, as a leader, assume that everyone around you instinctively understands the “how and why” behind what you do. You need to practice self awareness in order to establish a more positive working relationship with your employees and coworkers.
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