Change is directly related to what is currently happening on a daily basis within your organization, and leaders need to communicate change at the right time and in a way that will make it clear how change will impact team members.
How you approach change is just as important as what you want to change in your organization. If you want to be a transformative leader and create long lasting organizational change, you need to approach it in a way which minimizes negative reactions, is aligned with business strategies and corporate cultures, and is inclusive in nature.
The truth is strong performance can actually mask issues if you are not careful, which can come back and bite you in the future. This is why leaders need to stay sharp and keep their foot on the gas to ensure that today’s good performance leads to tomorrow’s exceptional performance.
Often when speaking about delivering exceptional customer experiences, I, like most speakers, tell stories. Often our signature story is about some remarkable customer experience where someone has gone above and beyond to create a memorable experience and everyone is left feeling like that is the pinnacle of success.
In my experience as a leadership expert and consultant, change is never easy. It is not easy for leaders, managers, or employees. Change poses a threat for most people, especially when it comes to their career or position within their organization.
Your sales and customer service team are the primary customer contact for every business. What does their attitude say about your company? If some of your team are not communicating the message you want, here are 10 questions to ask yourself to ensure they stay positive, focused on message and deliver an exceptional customer service experience.
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