Sometimes even when the problem lies with another individual or team how does taking ownership help you deliver great service…read on.

Martha is frustrated. She’s trying to solve a problem with a stationery order, but the customer service agent she’s talking to isn’t helping.

“It was the dispatch team’s fault. I can’t do anything about that,” he says. Martha asks to be put through to another agent. He handles the situation very differently.

“I’m sorry to hear about this problem,” he says. “I’ll find out what’s happened and send the order by express delivery. It will be with you tomorrow.”

Martha feels less stressed straight away. The first agent shirked his responsibilities, but the second made himself personally accountable for fixing the problem. He took ownership of the situation, apologized, and found a solution.