Inspiring staff to deliver excellent customer service: the influence of CSR and flexible leadership styles

Abstract

Many companies would claim that their people are their greatest asset. Those that are not in a position to make such a claim should arguably be looking at ways to develop their staff and get better performance out of them. You can put in place excellent systems but if the people putting those systems into practice are demotivated then you still have a problem. Happy the firm that has a workforce who take ownership of their customer relationships, take pride in their work and look for ways to “go the extra mile” to rescue service failures and transform difficult situations into satisfied customers and retained business. So how do you go about creating such a workforce?