In order to create a great customer experience you need enthusiastic, motivated people working in the front line of your business. I don’t think anyone would argue with that statement. That makes me wonder why so many managers exhibit behaviours that are very likely to destroy tha very enthusiasm and motivation that they are there to create.
Let me give you an example: a manager I once worked for was given to ‘bawling people out’ in team meetings and making them feel very embarrassed and uncomfortable. I once nearly walked out of a meeting because of her behaviour. I’m sure if she had watched a recording of that meeting the next day, she would have been horrified by her own behaviour, but the damage was done and most of us, not just the person who was singled out, went home from that meeting feeling totally de-motivated.
Far better, in my opinion, to praise in public and provide constructive feedbacl to those who are perhaps not performing as well as they could be, in private, while offering a sympathetic ear. That’s the way to create a great customer service culture!