Does an organization with specific job descriptions take a risk of creating a “not my job” atmosphere? It could. Successful organizations can have descriptions and not foster territorial employees if they also have one very important component. It must be coupled with a customer centric vision that charges each and every employee accountable to contribute
WHY? is a customer service satire, poking fun at many industries for a lack of pleasant and efficient customer service. It was only fair to offer one chapter devoted to obnoxious customer behavior. I call them the BCCs. Badly Behaved Consumers. At best, you have been waiting your turn when you have had the pleasure
Thank you Connelly School of the Holy Child! I had a great time speaking with the Junior class as part of their Entrepreneurship Program. My topic? What else? Customer Service. It would be easy to put the service aspect on a back burner with the myriad of additional important matters demanded of a new business
In this case, the expression ‘worth the wait’ does not apply. I am looking for a new primary care doctor. I am making my decision of which practice to sign up with by how long I was on the phone during the initial call to inquire if they were taking new patients and what insurance
I don’t understand how people who are hired for jobs that require interacting with customers, either in person or by phone, can retain their jobs while giving the impression that they really do not enjoy dealing with the public. Eighty percent of businesses have direct contact with the consumers they serve, so obviously it is
My take on a famous movie line sums up my feelings about continuing to patronize an Italian restaurant chain after attempting to place a phone order for pick up. The phone call lasted as long as it takes me to make chicken parmesan because of the number of times I was put on hold while
I think boards of many companies need to take a harder look at what their checklist includes for deeming qualified candidates for the position of CEO to the organization that they serve. I talk about this in WHY?. Intuitively, I think leadership skills are instinctive and difficult to teach. You either are a leader, or
The reporting on the airline situation seems to be reduced to a low simmer, but I continue to mull how this happened. My theory is that there is a huge disconnect with whatever their mission statement outlines (which is impossible to find on their website or through other means) and what happened since the ink
Did you know that tomorrow is National Get to Know Your Customer Day? In fact the National Day Calendar peeps determined that this was so important that it is recognized quarterly – the third Thursday of January, April, July and October according to their notation. I quote, “This is a day to reach out to
I pledged to have exceptional examples of service mingled with experiences that did not quite measure up. While the stellar service examples seem harder to find, I think I found an outstanding example this week that is relatable to many. At some point, we all need good tradesmen. It was plumbing needs for this household
