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What is the hardest part about applying The Six Principles? |
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The hardest part is maintaining leaderships’ commitment and focus. They always seem to think that the “line employees” are the problem; this is a common fallacy. In times of chaos, leaders have a tendency to allow the standards of service to be compromised; which leads to a lack of employee accountability and ultimately inconsistencies in service provided to the customer. The hardest part is not succumbing to The Three Dangers that impede Service Excellence: COMPROMISE, LACK OF ACCOUNTABILITY, and INCONSISTENCY.
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Service Tips
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Progressive disciplinary action should be used not as punishment, but to correct behavior contrary to the company’s standards. |
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