When I wrote my second book, Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance in the early nineties, customer service and quality improvement was becoming a key focal point for both the public and private sectors. Movements like Total Quality Management, Continuous Quality Improvement, and related customer service initiatives were helping many […]
Read post »Here are a few of the hundreds of “leadership action menu ideas” from my Leading a Customer-Centered Organization workshop resource workbook: Train frontline service staff in how to systematically identify root causes of service/quality problems and involve them in a continuous improvement process. Provide a process for frontline service staff to track and systematically analyze […]
Read post »IT professionals who are very technically strong – even nerdy – but weak in “people skills” have become a stereotyped joke in many organizations. But with the increasingly critical role IT plays in organizational success, fewer people are laughing. Last month I wrote about how I have used the burgeoning research on Emotional Intelligence in […]
Read post »Is your organization’s customer service lower than you’d like it to be? Does your customer service training create some short-term change, but then after the training, behaviors revert back to the way things were before? Do members of your team agree conceptually that you exist to serve your customer, but then make decisions that are […]
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