The Frontline Advantage
A few precautions to take when you want to empower front-line managers and employees in your organization.
Author(s): Fred Hassan
Publisher: Harvard Business Review
Date of publication: 2011
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