The journey that our customers make can be troublesome and have lots of touch points that potentially could go wrong. No matter how slick our processes, no matter how good our products and services may be, there is always a risk that something somewhere goes wrong. In summary, an intended wow! becomes an ouch! So how do we handle complaints when things don’t go according to plan? What can we say that will help solve the situation?
Last January I delivered a keynote training session to a group of young managers from a wide range of companies and organisations. The session was called The Only Way Is Ethics and challenged thinking on a number of issues (you may even call them dilemmas) that they may face in their careers as business leaders. One year on, I’d like to challenge you views on what being an ethical leader really means.