Le e-citoyen

Smartcity, healthcare, e-education, a touch of green and some thoughts

Posts tagged R. Golub

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Take care.
Take care of your customers. 
One or one million, take care.
You have to because they don’t.
If you don’t, they won’t.

"The rigid, measured, top down structure of big company customer service makes it almost impossible for the rep to care about you when you call.

One new trend is that if you have a complicated problem or a bit of attitude in your voice, the call center rep will ‘accidentally’ disconnect you. You’re going to hurt his numbers. His yield will go down and it’s just not worth it. Let someone else take the call…

When organizations take away all flexibility and power from their frontline employees, they’re depriving the people with the highest leverage from doing the most important thing: caring.”

from @thisissethsblog
picture by : Rachel GOLUB

Take care.
Take care of your customers.
One or one million, take care.
You have to because they don’t.
If you don’t, they won’t.

"The rigid, measured, top down structure of big company customer service makes it almost impossible for the rep to care about you when you call.

One new trend is that if you have a complicated problem or a bit of attitude in your voice, the call center rep will ‘accidentally’ disconnect you. You’re going to hurt his numbers. His yield will go down and it’s just not worth it. Let someone else take the call…

When organizations take away all flexibility and power from their frontline employees, they’re depriving the people with the highest leverage from doing the most important thing: caring.”

from @thisissethsblog
picture by : Rachel GOLUB

Filed under entrepreneurship wisdom advice howto futur S. Godin R. Golub

0 notes &

We say we want a revolution… But,

Of course, what we say doesn’t matter so much. What we do is what matters, and we have far more influence that we’d like to confess.

We say we want local merchants to offer great service, deep selection and community values, but we cross the street to the big box store to save $3.

We say we want companies to honor their promises and act transparently, but one new product or big discount from a business that has deceived us in the past and we come right back for more.

Hypocrisy may be an epidemic, but the problem isn’t in what we say. It’s what we do.

Original text by S. Godin
Picture by RachelGOLUB

We say we want a revolution… But,

Of course, what we say doesn’t matter so much. What we do is what matters, and we have far more influence that we’d like to confess.

We say we want local merchants to offer great service, deep selection and community values, but we cross the street to the big box store to save $3.

We say we want companies to honor their promises and act transparently, but one new product or big discount from a business that has deceived us in the past and we come right back for more.

Hypocrisy may be an epidemic, but the problem isn’t in what we say. It’s what we do.

Original text by S. Godin
Picture by RachelGOLUB

Filed under S. Godin revolution R. Golub do it