Dominique noticed that whenever she told her employees that they needed to improve customer service, they paid little attention. She had the strong impression that they thought they were doing a good enough job. In this particular instance, what would be Dominique's best strategy for dealing with their complacency?
A)encouraging them more when she sees them doing something right
B)talking even more specifically about the organization's weaknesses
C)backing up her points with general principles rather than data
D)putting them in direct contact with unhappy customers
E)making the performance goals easier to attain

Question

Quizplus · Accepted Answer

Putting employees in direct contact with unhappy customers may help them understand the importance of improving customer service and the impact it has on the business. Actual experiences and interactions may be more effective in changing their mindset than simply talking about it or encouraging them when they do something right.

Dominique Noticed That Whenever She Told Her Employees That They