Find Opportunities in Strengths as Well as Weaknesses
When most people think of improvement opportunities, they immediately think of problems. If you are missing a target, that is a good place to start, but sometimes there is more upside opportunity in a strength.
Over the course of a few weeks, I had to interact with customer service several times in several different companies. I took away a set of lessons about how to practice customer service that aligns with a continuous improvement culture.