Archives For Customer Service
Customer Service subcategory of Service focuses on the shift to an outside-in model of 21st Century Management.
Who Pays for Your Customer Service Fail?
I’ve encountered this question several time in recent weeks. Large companies, supposedly serving me as their customer, made mistakes that went straight to their value proposition.
There’s no shame in a mistake–every organization and individual has plenty in store.
But there is a problem in what happened in these cases: the companies sought to shift the cost of their failure to the customer.
That second step is itself a mistake, much more troubling and consequential.
In Positive Intelligence: Why Only 20% of Teams and Individuals Acheive Their True Potential, author Shirzad Chamine has produced a delightful, easy-to-read book for reflection and self-improvement. By its focus on the use of questions for self-transformation in serving others effectively in work and life, this volume is a natural accompaniment to Serve to Lead.