From the course: Rocking Your First Retail Sales Job
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Leading without formal authority
From the course: Rocking Your First Retail Sales Job
Leading without formal authority
- You don't want to undercut you're boss, but you don't want to seem like a mere cog in the machine either. It can be really tempting to run to your boss with a million questions or to ask them to take a customer the second a problem arises. But in a lot of these cases, you have the option to step up to the plate and lead without formal authority. There are two major times you want to take the lead. The first is with customers. If you can, you want to solve a customer issue by yourself. This is called first person resolution, and it's a customer service technique used by the Ritz Carlton and tons of other successful organizations. It means that if you're the first person to hear about an issue, you're the one to solve it. Running to your manager at the first sign of a problem can dramatize small situations and really hurt your internal reputation. Second, lead on a micro improvement level. What are the small things you can do by yourself that contribute to a better customer experience…
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