One of your most vocal, strong-willed employees, Ken, disagrees with your direction. He thinks you should let him focus on system upgrades and other projects to improve internal efficiencies. But you've told him repeatedly, "You're a customer service rep, and Job One for your position is delivering superior service."
You welcome Ken's willingness to serve as a kind of internal consultant who streamlines systems and increases your operation's efficiency. But you're concerned that he may neglect his primary role--serving customers--if he gets too caught up in his initiatives.
To reinforce your point, you brought in the senior vice president of your division to address your team. He emphasized the importance of delighting clients as everyone's core job.
You met with Ken after the presentation and asked what he thought. "I think that my ideas to improve how we process orders and generate data will result in better forecasting an...(register to read more)