Kelly Hendricks, Area Vice President, Global Customer Service at Verizon, examined teamwork and its impact on customer engagement during his presentation to Argyle's Customer Care membership at the 2015 Customer Care Leadership Forum in San Francisco on Dec. 17.
"Surround yourself with the best. I always make sure I have really very nice but very smart people around me. I don’t want to ever be the smartest person in the room. I want my team to be the smartest person in the room. I purposely go out and hire people who are not only nice but really smart."
"We run the largest business-to-business network in the world, connecting your people, your systems and your processes to those that you do business with as well as those inside your company to really simplify business. It doesn’t really matter if you’re in sales and marketing, procurement, AP, treasury, finance — everyone has a role to play in a business network to minimize friction points across the supply chain."
"To build and sustain a culture of accountability, you have to understand how culture operates. First thing you have to do, know the results. Then you have to understand how culture operates."
"Companies generally understand this and they're coming to expect more and more from lawyers as leaders, and the question becomes how are you going to respond and when are you going to respond? ... And so as a general counsel, there’s a real opportunity for you to respond to that and help your team members flourish as leaders as well."