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• Envision what needs to be achieved. Few employees will support a customer service initiative that isn’t clearly defined. They need to understand why they are being asked to do something. Communicate your vision and let employees see what’s in it for them if they follow you.
• Delegate and empower. This doesn’t mean leaders should unload on their employees. Create structure, allocate responsibility, provide support and offer training and resources. Empower your staff by letting them make decisions. This is part of what makes people feel significant.
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- Michael Eisner
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