Create an atmosphere in which everyone can make decisions that will benefit the customer.
A company's major customer arrives for a show-down meeting to announce that she will be taking her business away from the company. During the meeting she points out how empowering staff to use their own discretion when making decisions enables them to provide better all-round customer satisfaction.
Measuring performance from the customer's perspective helps reveal where quality has suffered and prevent the same mistakes happening again. The objective is to replace the chain of command with a 'chain of confidence'.
Key Learning Points:
- Quality is a key component of customer service
- Empowering people at all levels and backing their decisions will improve this service
- Demonstrating confidence in staff will improve staff motivation, productivity and performance
Available in French:
Coller à le qualité 
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