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- More words and phrases that kill customer service
- Culture eats your structure for lunch
- Reducing the Deficit: Leadership and the challenge of deficit thinking in management
- Why do companies obey the law? Compliance in a self-regulated business is habit that needs to be nurtured.
- How to write transparent investigation reports
Tag Archives: Company
Where do you discuss bad news?
In any organisation, you have to discuss bad news but few people consider where it is discussed. How you discuss bad news will influence, if not determine, the success of your company. The issue is more than critical upwards communication … Continue reading
Posted in change, change managment, culture, leadership, learning organisation, management, renewal
Tagged Apple, bad news, Business, Company, Enron, management, Organization, Organizational culture, Senior management, senior managers
2 Comments
To get better complaints: help the customer to complain
I read this HBR blog and thought about how it could be applied to complaints. When a problem occurs, an organisation will often wait until someone before trying to fix the issue. As most organisations do not work actively to … Continue reading
Posted in customer service, management
Tagged Company, Complaint, Customer, Customer experience, Customer Management, customer service, Facebook, Twitter
4 Comments
Thoughts on management 