How does a leader encourage team members to use independent judgment when it’s required? And simultaneously, how does a leader ensure the same people follow company guidelines and processes when needed?
Rachel received a phone call from an irate customer. “Your last invoice overcharged me on my telephone bill by $149.90. I’m not happy about this and want it fixed straight away!” demanded Charlie Robertson.
“Okay Mr. Robertson let me bring up your account details on my screen; I won’t be a moment,” replied an anxious Rachel.
“Yes, there appears to be a mistake Mr. Robertson, according to our records. I’ll need to talk to my manager about this and get back to you.”
“Why do you need to talk to your boss if it’s obvious ...
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