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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Micah Solomon, Leonardo Inghilleri

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CHAPTER EIGHTLeadership

Guiding the Customer-Centered Organization

Maintaining production capability in a service-oriented business requires a different emphasis than in the world of manufacturing. Your ability to provide service is overwhelmingly are affected by how engaged—how professionally “alive”—the employees are who come in contact with customers. Employee engagement, in turn, is propelled by organizational leadership.

Service Leaders Matter Because People Power Service

On an assembly line, there are traditionally two measures. One measure may be termed “theoretical capacity,” the theoretical maximum output of that assembly line during a shift: for example, 100 units. The other counter let’s call “forecasted actual production,” and also ...

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