TO : All
CUSTOMER SERVICE
As we speak today, as we read this email, somewhere in the organization somebody is destroying your USP; somebody is pissing off your
customer and destroying your business. That is why it is important to observe all the time, to be vigilant, to be at the gemba
and to check check , supervise all the time.
To be able to do this you need to have lots lots of PASSION.
The publication mentioned at least 5 things that piss off the customers:
l. Employee chatter even in their presence. They are not attended to; Employees do what they love to do;
2. The telephone jungle
3. Hiding behind the laptop or engaging in sms in their presence
4. Customers are not considered welcome and an intrusion'
5. Inconsistencies in enforcing standards, or no standards at all;
Are we guilty with some of these?
What are the action programs?
The link 5 Customer Turn offs to be Avoided
CUSTOMER SERVICE
As we speak today, as we read this email, somewhere in the organization somebody is destroying your USP; somebody is pissing off your
customer and destroying your business. That is why it is important to observe all the time, to be vigilant, to be at the gemba
and to check check , supervise all the time.
To be able to do this you need to have lots lots of PASSION.
The publication mentioned at least 5 things that piss off the customers:
l. Employee chatter even in their presence. They are not attended to; Employees do what they love to do;
2. The telephone jungle
3. Hiding behind the laptop or engaging in sms in their presence
4. Customers are not considered welcome and an intrusion'
5. Inconsistencies in enforcing standards, or no standards at all;
Are we guilty with some of these?
What are the action programs?
The link 5 Customer Turn offs to be Avoided
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