Asking questions such as this, enables staff to really think and question, not only what they are doing, but how they can improve things. It really is a good exercise to find out how in tune your staff are with the company and it's customers.
It also gives your staff the chance to air thoughts that may previously have been supressed.
The answers can be surprising (some practical, some alarming!) giving you ideas on service improvement, that may not have been considered before. Empowering your staff significantly helps deliver the customer experience within a company.
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