Service improvement for pragmatic people. Ideas, tools and techniques to improve your service operation.
The Squawk Point is all about service operations and our ability to make things far more complicated than they really need to be.
Running an operation should be as easy as finding out what your customers want, then giving it to them. Nothing more or less.
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My daughter (11) has developed another irritating habit. Whenever you say something to her she replies “I know” Your sister needs help. – “I know” We are late for school – “I know” E = MC squared – “I know” The cat is on fire – “I know” Of course I explode. How can you possibly learn anything new if […]
Under-promise and over-deliver Adrian Swinscoe writes an interesting post… His bank found fraud on his card and sent him a new one. They told him it would take a working week to get it to him, but then delivered it in 2 days. Banks are not known for their customer service. They usually promise little […]
Boot Camp In the early 1980′s the Israeli army ran a combat command course. Every 15 weeks, one hundred trainee soldiers were allocated to one of four instructors and then, for 3 months, they received 16 hours of instructor / trainee contact every single day. I’d have never lasted in the army. The experiment Two psychologists […]