A CRITICAL COMPETENCY -ROOT CAUSE ANALYSIS
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Twelve years ago I was sitting in a boardroom with the companies C suite, getting ready to review our customer service scores. This conversation is very common in the hospitality industry, so this wasn't my first rodeo. One of the EVP's walked us through the entire report and we discovered that one of our top issues was, "Rude Service." Armed with this vital information, the group started to discuss the possible solutions. My role in the organization at the time was the Director of Training, however, I'd also had a great deal of experience in hospitality operations, this was an advantage as it helped me with a more balanced perspective.
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