Tag Archives: customer service

Quality Customer Focus

Posted on February 21, 2006 by John Hunter

Delivering Two Kinds of Quality [the broken link was removed] by Keith McFarland, Business Week: What do the Japanese take for granted when it comes to quality? They take for granted that things should work as they are supposed to, and they even see an elegance to things working properly — whether it’s cars, subway schedules, traditional flower arranging, or the famous tea ceremony. Japanese manufacturers were so obsessed with taken-for-granted quality that they created a constant stream of innovations … Continue reading →

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Customer Service is Important

Posted on January 10, 2006 by John Hunter

Double Trouble, Don Oldenburg, Washington Post: Digging into the details, Stevenson, a mechanical engineer, did a double take at what looked to him like a double charge. Verizon was billing his sweetie for the local plan, for the new regional plan and also for a la carte services that are included in the regional plan. Sorry, wrong numbers! He called Verizon to complain. “The customer service representative said that they knew they’ve been having an issue with their system double-billing,” … Continue reading →

Posted in Customer focus, Management, Systems thinking | Tagged , , , | 12 Comments