Blunders in Launching Service Programmes
In “At America’s Service” – How Your Company Can Join the Customer Service Revolution – Karl Albrecht highlights the following blunders: -
* Misreading the customer. Know thy customer. Ego is the biggest obstacle to learning and adaption
* Lack of clear business focus, a driving idea, together with a clear direction for implementation
* Mixed messages to employees. Easy to be misunderstood. Gives rise to the ‘but’ syndrome: we want excellent service, but keep costs in line
* Brass Bands, Arm Bands and Lapel Buttons (internal motivation programmes only). Need effective follow-through
* Smile training. Need effective training
* “This month’s theme.” Jumping from one fad idea to the other
* One more programme. Need to launch a significant programme
* Rigor Mortis, Feather Merchants, Goon Squads – rewriting standards, management gimmicks, hit teams etc.
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