In recent years, I’ve noticed a growing hesitance among people to make decisions, even when it’s about delivering Customer Delight. To address this, I focus on empowering my team by co-creating clear service guidelines that define boundaries and objectives essential guardrails for confident decision-making. I actively foster autonomy by involving team members in the decision-making process and celebrating their contributions publicly, helping to instill a strong sense of ownership in their roles. Additionally,

Você pode aumentar a confiança da sua equipe oferecendo treinamento adequado, incentivando a tomada de decisões e reconhecendo os sucessos alcançados.

Hesitant teams often fear backlash or failure. Start by showing them it’s safe to try. Celebrate bold decisions, even if they flop. Share stories of risks that paid off. Remind them customers crave delight, not perfection. Give clear boundaries but enough freedom to act. Lead by example — make a gutsy call and own it. Confidence grows with practice, not lectures 🌱 Don’t just demand courage — model it. Trust them to deliver joy, and they’ll trust themselves too 🚀

Quelques idées pour renforcer le change : - Partager une vision plus globale, donner du sens au travers de la définition des objectifs - Créer un environnement de confiance en créant un espace pour exprimer les doutes - Trouver des sponsors : mettez en avant les succès en exprimant simplement les bonnes pratiques - Offrir des formations régulières notamment sur le lean management

Building a team’s confidence in customer-focused decision-making requires empowerment and clarity. Many times, the hesitation comes from not understanding initial goals. A great starting point is the SMART Goals framework, which is easy to ustilize and understandable across levels. Pair this with Decision Trees, co-creating with your team visual guidance for various scenarios, enabling team members to act with confidence. You may also conduct regular retrospective meetings to reflect on outcomes and lessons learned from mistakes. Additionally, fostering psychological safety ensures team members feel supported and view mistakes as growth opportunities. These approaches build skills, ownership, and confidence in customer-centric decisions.

I handle these situations using the following techniques :- 1. Create a safe learning environment. Establish a culture of continuous improvement and seeing such as opportunity for improvement instead of as risk. 2. Celebrate attempts of colleagues who takes such initiative for customer delight. 3. Develop clear Decision making matrix. 4. Invest time and resources for training and development. 5. Share success stories of similar situation to team for boosting morale. Use role playing. 6. Take customer feedback on routine basis. Use ARI method. 7. Lead by example. 8. Build psycological safety environment to team so that the fear to think out of box is not penalised/ ridiculed. 9. Measure customer satisfaction (capture voice of customer)

This is pretty common these days and I feel this also has something to with job security, employees do not want to go out of the way to solve an issue for the customers, because they are anxious of making a mistake. We can take two important steps to motivate the employees 1. Set a clear/end goal with them and encourage them to find their own path to get there 2. Celebrate a mistake! what I mean by that is, it takes courage for someone to commit a mistake and choose a path of non-conformity especially in a professional environment and if the intentions were right, you may want to encourage such thought processes, just need to channelize it which becomes the role of the leader.

By fostering sense of ownership and maintaining good customer service maintaining soft skills throughout the call ethics. keeping in mind what is the customers requirements with assurance within comapny policies and norms.