Who Handles Complaints In Your Company?
© Copyright Frank D. Kanu 2000-2008
One of the Ritz-Carlton Basics states that a complaint has to be handled by the employee who received that complaint. That gives the employee immediate responsibility. It’s also a valuable step at a time when so many customers see the employee they deal with as “the company”. As responsibility increases, employees identify themselves more with the business—which means they’ll have more of an incentive to do their best.
Other companies have even the highest ranked manager answer the hotline in regular intervals.
Technorati (All Links are external): company immediate responsibility incentive intervals responsibility increases ritz carlton start leading step at a time stop telling business leadership management motivation stop telling... start leading!
One of the Ritz-Carlton Basics states that a complaint has to be handled by the employee who received that complaint. That gives the employee immediate responsibility. It’s also a valuable step at a time when so many customers see the employee they deal with as “the company”. As responsibility increases, employees identify themselves more with the business—which means they’ll have more of an incentive to do their best.
Stop Telling… Start Leading! p. 98
Other companies have even the highest ranked manager answer the hotline in regular intervals.
And your company?
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