Customer Service Africa CEO urges business leaders to observe staff and customer interactions

Founder and CEO of Customer Service Africa, Priscilla Wellington, says direct observation can help leaders identify problems, reinforce organisational values and ensure employees consistently uphold expected service standards.

Business leaders, particularly chief executives and managers, have been urged to take a more active role in observing workplace interactions and customer engagements to identify service gaps and improve customer experience.

Her remarks reinforce the importance of making customer service a shared organisational responsibility, with leaders actively monitoring interactions and ensuring that the company's values are reflected in everyday service delivery.