Your customer service problem isn’t a customer service problem

Leaders often respond to poor service with more training. But frequently the real problem is disengaged employees.

A few years ago, one of our team members came down with a big health problem—a splitting headache that just wouldn’t let up. She visited several doctors, who recommended various treatments and medications to alleviate the pain, none of which worked. The pain was so intense that it made it difficult to carry out basic tasks, affecting both her personal and professional lives.