How can leaders effectively balance empowering their team members to take ownership of their work while also holding them accountable for delivering exceptional customer service?

Leaders can balance empowering their team members and holding them accountable by setting clear expectations and goals for customer service. They should provide training, resources, and support to help team members succeed in their roles. Regular communication and feedback are essential to ensure team members are on track and motivated. Leaders should also recognize and reward team members who consistently deliver exceptional customer service, while addressing any performance issues promptly and constructively.