As a leader, you have a significant impact on employee performance. Service management focusses on the links between leadership, employee performance, stable customer experience and the financial results of the company.
In order to show your employees how to change, it’s important to understand the social tendencies that occur when people are in groups. One of these tendencies is conformity – and it can help improve results.
Measuring the customer’s level of satisfaction immediately after an interaction with a seller gives Telia’s store managers the opportunity to provide instant feedback to employees. This is a useful tool to motivate and improve results already with the next customer interaction.