Reinventing Customer Service
Thought Food

Reinventing Customer Service

HBR reckons that any big company, and few departments will be as instantly recognizable as customer service. The call center usually resembles a factory floor, with row after row of reps, headsets on, sticking to the script and rushing from call to call as they try to minimize “handle time.”  But walk into a T-Mobile…

Doing Right vs Doing It Right
Body of Knowledge

Doing Right vs Doing It Right

It seems that not a day goes by without our reading about someone getting caught in the processes of a system – aggreged not (necessarily) by nefarious intent, but by a process that didn’t take into consideration some set of circumstances.  Sometimes, the angst endured is amplified by the subsequent processes initiated in a chain…