Exceptional customer service is influenced by effective leadership and training that inspires customer-facing teams. The article contrasts two types of service employees: one follows protocols rigorously, while another extends their awareness to enhance customer experience proactively. The author argues that training and leadership approach determines the level of customer service delivered, emphasizing that understanding one's purpose and going beyond assigned tasks can greatly improve the customer experience. Ultimately, customer service culture relies on both the potential of the employees and the leadership provided to nurture it.
Creating extraordinary customer service hinges on inspiring and training customer-facing teams; leadership differentiates mediocre from exceptional service cultures.
Employee #2 possesses 'customer-focused radar,' demonstrating a heightened awareness and instinct for assisting customers beyond their immediate responsibilities.
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