Power to the people!

Michael Carrick, Director, The Carrick Group

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The frontline of business is customer service. That’s where we engage with customers and – hopefully – persuade people to buy. But, why do some frontline staff fail?

It comes down to a lack of empowerment, according to customer service expert, Michael Carrick. When people feel empowered, they’re much better at helping others. When we take care of our own people, Michael insists, our people will take care of our business.