60. Take Charge: Stop, Look, and Listen

Make the time you spend with your coworkers count, especially if you only have a few minutes. You may just want to catch up on your coworkers’ personal lives, as this kind of interest is also part of team building. Still, keep these conversations short so that you can pay attention to your most important goal: motivating everyone to give exceptional customer service.

Performance Prompts

  • Expect everyone, including yourself, to do your best.

  • Step up and lead your team to excellence.

  • Stop what you are doing when you have an opportunity to observe customer contacts.

  • Look and listen. Pay complete attention to both good and poor performances.

  • Be aware of how your customers are responding.

  • Assess the situation.

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