Developing First-Level Leaders
How can you ensure that your front-line managers feel fully concerned and engaged?
Author(s): Andreas Priestland, Robert Hanig
Publisher: Harvard Business Review
Date of publication: 2005
Read this article on the publisher's website [Harvard Business Review]
Synopsis
This article is one of the sources used in Manageris’ synopses:
Support customer orientation in the field
The least qualified employees are often the ones in direct contact with customers—with a major impact on the perceived quality of service. How can you develop customer satisfaction through the engagement of your front-line employees?
235a – Synopsis (8p.)
Customer Relationship