Andrea discusses how empowering your front line customer service employees is key to minimizing problems that are often passed on to upper management.

Andrea explains what the DiSC software is and how she has used it to assist her clients. It is based on four basic behavioral styles: Dominance, influence, Steadiness, and Consciousness. By determining behavioral styles and allowing staff members to share their work style preferences, they could then all work together on understanding one another and coming to a solution on how best to work together.

Andrea explains that often leaders are too close to the problems within their organization and outside consultants can bring a fresh perspective, coupled with years of experience to the table, to create a perfect process to help with that individual issue.