Engaging Service Vision

Aligning Leadership and Service Performance: Challenge #5 of 5

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance.

Join Ron Kaufman at Service Council’s 2018 “Smarter Services Symposium” in Chicago

Join me at the Service Council 2018 Smarter Services Symposium in Chicago on September 17, 18, 19, 2018.

This Symposium is a gathering of the world’s leading customer service, customer experience, and customer loyalty professionals. The event is packed with insightful keynote speeches, deep-dive breakout workshops, wide ranging panel discussions.

Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks

Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about today’s schedule, a colleague’s problem, or an angry customer’s remark. Excellent service in one office may mean something quite different in another. For example, new procedures may be introduced that improve control for one department, but make satisfying customers more difficult in another.

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