Customer Satisfaction

Culture Change

I need to improve customer satisfaction in my organization, quickly. The leadership team has brought in a consultant company whose solution seems to be that we terminate employee's that aren't fitting the bill. My concern is that we are attempting to change the culture within the organization and firing employee's isn't sending the right message. I believe the staff are open to change but how can I get the leadership team to agree not to make termination our first option?

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