Team engagement improves customer service

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Description: The author recently received a solicitation promising to help her "handle bad attitude problems, once and for all." The ad offered to "end the tyranny of employees with bad attitudes." Only $99 stood between her and the staff she deserved. After a hard week, she was tempted. She was particularly challenged when a lean Six Sigma process improvement team had difficulty embracing the premise of "customer focus." Using a team approach provided the opportunity to see processes and actions through another perspective. Service providers sometimes get bogged down in day-to-day operations.
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