I am a little tired of customer service representatives constantly apologizing when things go amiss. However, they never come up with a potential solution to the problem. Constantly saying "sorry" with no redress becomes insulting and … [Read more...]
Striking a Balance
December 5, 2013 by
The movie based on Steve Job's life touched a chord with me. He was a creative genius with a brilliant mind. However, his obsession with results made him a ruthless manager of people. A tough taskmaster, with a fanatical passion for changing the … [Read more...]
“It’s Policy, Sir”
December 4, 2013 by
I felt like the jilted lover, let down by the very company that I championed over the years. Welcome to my bewildering story with American Express (AMEX). ME: May I use my miles? AMEX: No Sir, these points for this card can be used for magazines … [Read more...]
Over Promise, Over Deliver
December 3, 2013 by
I have always taught my students to under promise and over deliver. It's the surest way of ensuring the customer is happy and expectations are managed. One of my graduate students cited the Steve Jobs movie and challenged me — "We should over promise … [Read more...]
