Is your workforce working?

Well, I’m back from my hols in Japan, where I can only say the levels of customer service made my return to Britain all the more difficult! I wonder how some retail companies here ever make a sale given the lethargy and disinterested response of some employees. Anyway, the point is, how closely do you monitor how well your staff represent you and your company when they’re customer facing? Your products can be great, but if your people aren’t…I’d be interested in knowing how you establish and monitor service abilities and attitudes among your workforce.