frustratedmike

One of the core skills of being a manager is to delegate to your team and delegate well. Done well, you fully explain the goal what you want to happen, why it needs to be done and an overview of how. You may need to manage the process a bit and even micromanage parts of the process. This is how most textbooks explain that delegation should work. However, I think that this just breeds a team of people who need to be "delegated" to in order to get stuff done. As a customer, getting great customer service means you don't have to think. It means that you don't have to "delegate", you just expect it gets done. This means that your team needs to be able to take vague instructions and run with them. They need to be able to probe, to identify the exact requirements and get it done. They can't expect the customer to do the work. I am almost convinced that babying your team when delegating hurts their ability to develop the skills needed to provide great customer service. Am I insane or am I on to something?