Focusing on Your Customer

Sharpening Employees’ Focus on Customers

 

Many organizations understand the need for training front-line workers to be polite, empathetic, and knowledgeable. But great front-line service is simply not enough. Everyone in the company should take responsibility for delivering the results the customer wants.

For example, a major airline subcontracted a shuttle service to fly passengers from a hub to the smaller airports in the region. Front-line workers were polite, industrious, and efficient. Unfortunately, the planes were never on time, if they took off at all. Flights were canceled almost continuously. Passengers constantly arrived hours or even ...