Success Secret #9 – Finish the Job
competence customer service diligence leader qualities personal growth respect responsibility

Success Secret #9 – Finish the Job

 Hi, I’m Jack Dunigan of thepracticalleader.com, and on our video channel this week we are returning to our series on The Secrets to Success You Don't Know That You Already Know. In this episode we’re going to be talking about secret number nine, finish the job. Standby. I had a problem with my computer,...
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6 things you should NOT do when a customer complains
competence customer service diligence leader qualities personal growth respect responsibility customer service developing capable people Effective Leadership employees problem-solving

6 things you should NOT do when a customer complains

In my last article I recounted the story of Mike (you can read the entire story here). Assuming you are the general manager of the store in which Mike’s story unfolded, we need to discuss what you would and should do. But first, let’s look at what you should NOT do. You should NOT attribute...
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Mike has filed a complaint. What would you do?
competence customer service diligence leader qualities personal growth respect responsibility customer service developing capable people Effective Leadership employees problem-solving customer service decision-making problem-solving

Mike has filed a complaint. What would you do?

Here’s the situation: You are the general manager of a store that has three departments. Your store is one of more than a dozen similar sites the company owns and operates. You receive a call from the customer service department at the main corporate office. A customer has called to complain about something that happened...
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Lessons in leadership and excellence from the managers of Parrot Key
competence customer service diligence leader qualities personal growth respect responsibility customer service developing capable people Effective Leadership employees problem-solving customer service decision-making problem-solving customer service developing capable people Effective Leadership

Lessons in leadership and excellence from the managers of Parrot Key

  Christmas in southwest Florida is the beginning of tourist season. While much of the rest of the country shovels snow, we enjoy moderate temperatures and sunny skies. On Friday evening, my wife and I decided to try out Parrot Key, an upper scale seafood eatery in a tropical Caribbean theme down at the beach.....
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competence customer service diligence leader qualities personal growth respect responsibility customer service developing capable people Effective Leadership employees problem-solving customer service decision-making problem-solving customer service developing capable people Effective Leadership customer service employees management teaching training

Leadership Challenge #1 – the innocently rude sales clerk

  Remember the challenge from Monday? Here it is. My response is below. You are the owner/manager of a retail department store. Your store is busy so high sales volume also means a lot of returns.  One of the new employees is tasked with handling the checkout register and for restocking items as they are...
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Leadership Challenge #1 – The Customer Service Fail
competence customer service diligence leader qualities personal growth respect responsibility customer service developing capable people Effective Leadership employees problem-solving customer service decision-making problem-solving customer service developing capable people Effective Leadership customer service employees management teaching training customer service Effective Leadership employees leadership development learning management problem-solving teaching training

Leadership Challenge #1 – The Customer Service Fail

You are the owner/manager of a retail department store. Your store is busy so high sales volume also means a lot of returns. One of the new employees is tasked with handling the checkout register and for restocking items as they are returned when checkout traffic permits. The employee has gone through the company’s orientation...
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