Awesome work cultures engender amazing customer service. What is the difference between contexts where the customer is catered to (often at the expense of the employee) versus those where the customer actively participates (often for mutual benefit)? What do on the ground, customer service staff need from their leaders? Alex, who has been in this position for over 30 years!, and Krystal provide clear direction on how to help this population, sharing personal and evidence based lessons.
