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Though not the most comfortable thing for a leader to do, delivering corrective action is one of the most important. When delivered effectively, everyone involved is motivated and inspired to enhance customer experience. When not delivered correctly, the employee and the organization can fall drastically short of customer expectations. Today I am joined again by Christopher Elliott and Miles Anthony Smith. Together we will share our opinions on what it takes to be effective at delivering the gift of corrective action.
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It's good to talk.