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Tagged with 'Wharton'

Boost Customer Service with a Culture That Serves the Servers

With years of travel I’ve experienced the full range of frontline servers. Some are warm, friendly, and genuinely want to help. They seem to have bounced out of bed that morning thinking “how can I brighten our customers’ day?” Others are sour and surly. For them, customer service is an oxymoron and a huge pain […]

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8 Vital Steps for Executive Teamwork and Organization Development

We’d just finished facilitating a two-day offsite retreat with an international resources company when I came back to my office to find the June issue of Harvard Business Review with a feature article on “The Secrets of Great Teamwork.” The authors — two management and organization behavior professors at Wharton and INSEAD — were reporting […]

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