From the course: Leading a Customer Service Team
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Management by walking around
From the course: Leading a Customer Service Team
Management by walking around
- When I was Assisted Vice President of a consumer operation for a large property and casualty insurance company, my calendar would often fill up with back to back conference calls for eight to nine hours a day. Some days, I would look up and think to myself, it's 3 pm and I have not been out of my office all day. That's no way to run a contact center. Customer service is a people oriented business and you cannot create a top- notch customer journey without consistently connecting with your people. In this lesson, I want to help give you deliberate techniques to spend more time with your people. Now introverts, don't be afraid. These techniques work for everyone. So let's start with the first one, which is MBWA, or management by walking around. Popularized by Tom Peters and Robert H. Waterman in the book, In Search of Excellence: Lessons from America's Best- Run Companies. MBWA is a simple concept of getting out of your…
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